Hendall Inc. · 1 week ago
IT Help Desk Specialist
Rockville, MD
Full-time
Onsite
Mid Level
$60K/yr - $70K/yr
3+ years expHendall Inc is a company that provides technical support for web-based training platforms. They are seeking an IT Help Desk Specialist to provide Tier 1 support, manage user inquiries, and collaborate with development teams to ensure high-quality customer service.
Information ServicesInformation Technology
Responsibilities
Provide Tier 1 help desk support for web-based training platforms and online applications
Respond to user inquiries, troubleshoot issues, and provide clear guidance related to system access, registration, and course usage
Manage, document, and track support tickets using an established ticketing system, ensuring issues are resolved or escalated appropriately
Analyze reported issues to determine root causes and support timely resolution or escalation to senior technical staff
Track assigned tickets and cases to completion, providing status updates as needed
Assist users via phone, email, and remote desktop tools while maintaining a professional and customer-focused approach
Collaborate with development and project teams to support system requirements, testing, and validation of website functionality
Support development and maintenance of training-related materials, including user guides, manuals, and presentation content
Execute system reports and provide data or summaries to support operational or project needs
Work under the guidance of senior staff to resolve more complex technical or system issues
Take ownership of assigned tasks or support initiatives, communicating progress and completing work within established timelines
Actively communicate availability and workload status to management to support effective resource planning
Follow established support processes, documentation standards, and service-level expectations
Perform other duties as assigned in support of project and business needs
Qualification
Required
A minimum of three years Help Desk/Customer Service experience
Ability to work alternate hours when needed
Ability to work independently
A minimum of one-year experience with ServiceNow software
Strong analytical and problem-solving skills
Good listening and communication skills
Comprehensive understanding of how a help desk operates and functions
Creative problem-solving skills
Working knowledge of online systems
Ability to learn quickly, work well under pressure, and meet tight deadlines
Preferred
College degree preferably in an Information Technology field
A minimum of five years Help Desk/Customer Service experience
A professional attitude and excellent customer service skills
Prior experience working in a health-care environment with health-care related applications
Company
Hendall Inc.
From serving civilian agencies in their public service missions to supporting the defense communities that protect our Nation, Hendall delivers best-value solutions that improve the quality of life for all Americans—from security to safety to health.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
A
Art O. Henry
Founder and Chief Executive Officer
Company data provided by crunchbase