Help Desk Specialist

Job Description

Job Description

Help Desk Specialist (Key Personnel)  
Please send resume to View email address on ziprecruiter.com
Experience  
The Help Desk Specialist bachelor’s degree in business, Information Technology,  
Engineering, Computer Sciences, or Systems Engineering or equivalent experience. and at  least one (1) year of experience.  

Roles and responsibilities  

Provides IT support to end users on a variety of issues. Identifies, researches, and resolves  technical problems. Responds to telephone calls, email and personnel requests for technical  support. Document, track and monitor user problems to ensure a timely resolution.  Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves  complex technical problems. Create service tickets in JIRA to track issues. Creates and  manages escalation procedures and ensures service levels are maintained. Documents,  tracks, and monitors problems to ensure resolution in a timely manner. Provide metrics and  reports for service desk activity upon request. Coordinate and collaborate with other team  members to increase productivity and efficiency.  
o Utilize JIRA to log, prioritize, and track technical support tickets from initial  
submission through resolution. Ensure timely updates and communication with  
users regarding ticket status. 
o Provide first-level support for hardware and software issues, troubleshooting  
problems related to applications and networks. Assist users in resolving issues  
efficiently and effectively. 
o Escalate complex issues to higher-level technical teams as needed. 
o Maintain detailed documentation of support requests, troubleshooting steps, and  resolutions in JIRA. Create  
o Work closely with other technical teams to coordinate efforts for issue resolution,  share insights regarding recurring problems, and improve overall service quality. 
o Monitor ticket resolution metrics and user feedback to ensure high standards of  service delivery. Identify areas for improvement and contribute to the development  of support processes and procedures. 
o Collaborate with colleagues to identify opportunities to streamline processes and  improve the Help Desk workflow within the JIRA environment. 
o Generate reports using JIRA to track ticket trends, response times, and resolution  rates, providing insights to management regarding Help Desk performance. 
All changes in key personnel will require the written approval of the COR/CO. Prior to adding 
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or replacing key personnel, the Contractor shall supply, for the Government’s review: a  description and justification of the change, resumes, a crosswalk of replacement key  personnel’s qualifications to contractual qualifications for the position, and a transition plan  describing the timing and training plan for the replacement staff. The Government must  approve the replacement candidate in writing before he/she can start work.

Email:  View email address on ziprecruiter.com