Help Desk Representative
Position SummaryThe Help Desk Representative supports mission-critical objectives under the referenced work order by providing technical support for cloud-based and on-premises environments ensuring timely and effective resolution of IT-related issues. This role resolves support tickets, assists with device provisioning, and maintains IT asset tracking systems.This future opportunity is contingent upon award.Job DescriptionThe Help Desk Representative is responsible for resolving Tier 1 and Tier 2 support tickets.The position requires assisting with enterprise device provisioning and maintaining IT asset tracking systems.Representatives will support Microsoft Windows, macOS, and cloud-based IT environments.The role includes providing customer service and technical assistance to end users.Required Qualifications and ExperienceThe contractor shall provide personnel who meet one of the following requirements:Bachelor's degree in Information Technology, Computer Science, or a related field; orA minimum of three (3) years of professional experience in IT support.Candidates must have demonstrated experience in the following areas:Resolving Tier 1 and Tier 2 support tickets.Assisting with enterprise device provisioning.Maintaining IT asset tracking systems.Supporting Microsoft Windows and macOS environments.Using ticketing systems (JIRA, ServiceNow).Required Skills and CompetenciesExpertise in IT troubleshooting methodologies and ticketing system usage.Working knowledge of JIRA, ServiceNow, and customer service best practices.Proficiency in incident resolution and remote desktop support.Strong end-user assistance and communication skills.Ability to support cloud-based IT environments.EducationBachelor's degree in a relevant field, or an equivalent combination of education and experience.CompTIA A+ (Preferred, Not Required)ITIL Foundation Certification (Preferred, Not Required)Microsoft Certified: Modern Desktop Administrator Associate (Preferred, Not Required)Clearance RequirementNo clearance required for off-site duty location