Help Desk Specialist

Our client is seeking a highly skilled and motivated Help Desk Specialist to serve as the Subject Matter Expert (SME) for their program. The HDS provides technical support to users by resolving hardware, software, and network issues via phone, email, or ticketing systems. Responsibilities include troubleshooting problems, documenting incidents, and escalating complex issues as needed. Strong communication skills and a solid understanding of IT fundamentals are essential. This role requires excellent customer service, efficient problem-solving, in a fast-paced environment. TECHNICAL SKILLS Advanced Technical Knowledge : In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting. Networking : knowledge of networking concepts (e.g., VLANs, routing, firewalls) and experience with network troubleshooting. Systems Administration : Experience with system administration tasks, including user account management, permissions, and security configurations. Help Desk Software : Advanced experience with help desk and ticketing systems (e.g., ServiceNow, Ivanti, Zendesk), including customization and reporting. Remote Support : Expertise in using and managing remote desktop tools and supporting remote users effectively. Enhanced Communication : Exceptional verbal and written communication skills, with the ability to explain complex technical issues to non-technical users and write detailed, clear documentation. Escalation Management : Experience in handling escalated issues and working closely with higher-level technical teams to resolve complex problems. Advanced Troubleshooting : Expertise in diagnosing and resolving complex issues, including hardware, software, and network-related problems. Process Improvement : Experience in identifying and implementing process improvements to enhance desk efficiency and user satisfaction. Documentation and Reporting : Ability to create and maintain comprehensive documentation, including knowledge base articles, and generate reports on help desk performance metrics. Education and Experience : 6 years of experience High School Diploma Additional Preferred Qualifications : Proven Track Record : Demonstrated experience in a help desk or technical support role focusing on providing high-quality service and solving complex issues. Certifications : Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified professional (MC). Project Management : Experience managing or participating in IT projects, including rollouts and system upgrades. WORK LOCATION The candidate will work onsite at 10323 Lomond Drive, Manassas, VA 20109. This job is not virtual. Benefits : Health Insurance 401k PTO Holiday Pay Pay Range : $25.50-$3100 per hour (Depending on experience and qualifications) By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from HEPCO, Inc and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https : / / www.hepcoinc.com / privacy / All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, national origin, age, veteran status, disability, or any other protected class.