Help Desk Specialist

The Opportunity

Are you a dedicated, adaptable professional passionate about solving technical challenges in a fast-paced, mission-critical environment? Do you thrive in a dynamic team setting and have the expertise to provide effective, efficient, timely, and valuable support for internal and external mission partners? We're looking for a customer-focused, problem-solving guru with the skills and certification s to manage dynamic workloads while delivering exceptional support to our mission partners. This role demands flexibility, overnight schedules, technical competence, and a relentless drive for excellence. If this sounds like you, we want you to join our team as a round-the-clock Help Desk Engineer.

As a professional, you know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance. You will be providing Tier I and II support for Help Desk tickets from team members and mission partners within the response service level agreement, updating tickets daily with complete notes, and ensuring tickets are resolved to the customer’s satisfaction before they are closed. You’ll educate and provide policy guidance on all inquiries. Ready to build the future of shared delivery for the better?

What You’ll Work On

• Provide Tier I and II technical support in an around-the-clock environment, including after-hours support on holidays and weekends.
• Manage and resolve Help Desk tickets in a fast-paced setting, adhering to Service Level Agreement ( SLA ) guidelines.
• Monitor and address incidents reported by end-users, escalating to the appropriate teams or leadership as necessary.
• Collaborate closely with engineering and management teams while maintaining professional and clear communication.
• Identify and implement needed resolutions or workarounds for technical issues in a structured manner.
• Use tools like Jira and Confluence modules such as JSM, Core, and Sof tw...