Hite Consulting, Inc. · 4 months ago
Help Desk Specialist II Lead
United States
Full-time
Remote
Mid, Senior Level
3+ years expHite Consulting, Inc. is a fast-growing management consulting firm that partners with federal and state agencies to solve complex challenges. They are seeking a Help Desk Specialist – Tier II Lead to manage escalated customer support inquiries and oversee Tier II help desk operations, ensuring quality and consistency in issue resolution.
ConsultingManagement ConsultingProfessional Services
No H1B
U.S. Citizen Only
Responsibilities
Lead and oversee the daily activities of Tier II help desk specialists
Serve as a primary escalation point for complex Tier II issues requiring advanced troubleshooting
Ensure consistency and quality in Tier II issue resolution
Provide advice and guidance to Tier II specialists on handling critical issues
Interface with project leadership to communicate Tier II help desk activity, issue resolution status, and systemic concerns
Provide recommendations to management on critical system issues and customer support improvements
Collaborate with Tier I and Tier III teams to ensure smooth ticket escalation and resolution
Take the lead in diagnosing problematic issues requiring Tier II oversight before escalation to Tier III
Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements
Develop and execute communication strategies to inform users and stakeholders of systemic issues and resolutions
Contribute to knowledge base articles, guides, and communications for recurring or critical issues
Performs other duties as assigned
Qualification
Required
BA/BS (or equivalent work experience)
Minimum of 3 years of experience in technical services environment
Strong troubleshooting skills with the ability to diagnose and resolve complex system issues
Excellent written and verbal communication skills, particularly in preparing strategies for systemic issue communications
Strong organizational skills and attention to detail
Strong Microsoft Office 365 skills (Word, Excel, MS-Teams)
Ability to work in a fast-paced environment with a customer service focus
US Citizenship is required to obtain and maintain a Public Trust clearance
Preferred
Experience with federal contract environments
Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk)
Ability to identify and analyze patterns and trends in customer support requirements
Experience creating knowledge base articles or user communications
Leadership experience in a help desk or IT support team is highly preferred
Company
Hite Consulting, Inc.
Hite Consulting, Inc., is a growing management consulting firm solving complex challenges for federal agencies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase