Help Desk Support Specialist

Help Desk Support Specialist

ALEX – Alternative Experts is seeking a Help Desk Support Specialist to provide frontline technical support for users in a federal IT environment. This role serves as the primary point of contact for troubleshooting, incident resolution, and system support, ensuring reliable and efficient operation of enterprise systems. The position requires strong customer service skills, technical proficiency, and the ability to resolve issues in a structured, mission-focused environment.

Requirements

• Provide Tier I / Tier II technical support for end users, including troubleshooting hardware, software, and network issues
• Respond to and resolve help desk tickets in a timely and professional manner
• Diagnose and resolve system issues related to operating systems, applications, and network connectivity
• Escalate complex technical issues to appropriate teams as needed
• Support users in a client/server environment, including account access, configuration, and system usage
• Maintain and update help desk tickets and documentation within support systems
• Ensure compliance with service level agreements (SLAs) and operational support standards
• Install, configure, and maintain desktop systems, applications, and peripheral equipment
• Assist with system updates, patches, and maintenance activities
• Provide clear communication and guidance to users on technical issues and solutions
• Maintain accurate documentation of system issues, resolutions, and processes

Required Experience:

Candidates must demonstrate experience in two (2) or more of the following areas:

• Providing technical/customer support in a help desk or IT support environment
• Supporting networks, systems, and client/server environments
• Experience working with PC operating systems (e.g., Microsoft Windows)
• Experience troubleshooting hardware, software, and user access issues
• Experience using help desk or ticketing systems to manage incidents and requests
• Knowledge of basic networking concepts, email systems, and enterprise IT environments

Preferred Skills and Qualifications:

• Experience supporting federal or DoD IT environments
• Familiarity with enterprise IT systems and support processes
• Strong customer service and communication skills
• Ability to work in a fast-paced, ticket-driven environment
• Basic understanding of cybersecurity practices and secure system usage

Education and Certifications:

• Relevant IT certifications (e.g., CompTIA A+, Network+, Security+) are a plus
• Associate degree from an accredited institution in Computer Science, Information Systems, or related discipline; OR
• No degree with a minimum of 3 years of relevant IT support experience

* U.S. Citizenship Required due to federal contract. No visa sponsorship (OPT/CPT included).

Founded in 1987 and headquartered in Marshall, VA, ALEX - Alternative Experts, LLC (ALEX) is an ISO 9001:2015-certified Woman Owned Small Business that's changing the way government does business by delivering a powerful, industry-leading array of core services to help its clients achieve mission-critical objectives. ALEX provides a variety of benefits designed to help meet the needs of our employees. See a summary of ALEX's Employee Benefits for more information.

ALEX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. Applicants must be able to perform the essential functions of the job.

In order to comply with the Equal Pay for Equal Work Act, we reasonably believe the pay range for this position is reasonable and within the guidelines. Multiple factors are taken into account with any offer of employment by ALEX, including experience, education, and skills.

Reasonable accommodations will be made to allow employees to meet the essential functions of the job unless those accommodations cause undue hardships to the employer. To request a reasonable accommodation, contact the Human Resources Department at View email address on click.appcast.io.

Veterans and Individuals with Disabilities are highly encouraged to apply.