IT Support Specialist (Federal Health)

Position: IT Help Desk SpecialistLocation: RemoteJob Description:ASG is seeking a Helpdesk Specialist to support enterprise website content operations and user support activities within a fast-paced federal healthcare environment. This role is responsible for providing day-to-day Help Desk support, troubleshooting issues, assisting users with platform functionality, Slack questions and ensuring timely resolution of requests across healthcare platforms.The Helpdesk Specialist will play a key role in supporting content publishing, user access, and enterprise tools, while also contributing to documentation, training, and continuous process improvement. This position requires strong customer service skills, attention to detail, and the ability to manage a high-volume ticket queue.What You’ll do:Content SupportManage requests related to file uploads, new site sections, dynamic lists, redirects, broken links, downloads, and other content-related issues.Support content publishing workflows and progression across healthcare platforms.Assist with content migration activities across healthcare websites.Support the healthcare events tool and related content activities.Review and support content approvals in the Senior Editor Queue, coordinating with content owners when clarification is needed.User Assistance & TrainingProvide user support for login issues, permissions, platform functionality, and web standards.Support new user onboarding and maintain consistent user management processes across platforms.Deliver and support training sessions, including Drupal, DKAN, and Atlassian tools, and update training materials as systems evolve.Provide support for Qualtrics and other user-facing tools as needed.Help Desk Operations & Ticket ManagementManage and respond to User submitted tickets within established timelines, ensuring requesters are kept informed.Log all incoming requests into the helpdesk portal daily to ensure full tracking and accountability.Maintain accurate and complete ticket data, including labels, components, site details, and internal notes.Escalate issues with clear documentation of steps, impact, and urgency when blocked.Participate in daily standups, providing updates on ticket status, risks, and priorities.Monitor supported platforms, diagnose issues, and take corrective action to resolve problems.Support development of escalation criteria and coordinate with Client for routing high-priority issues.Reporting & Continuous ImprovementProvide weekly Help Desk status reports, including ticket volume, issue types, and response times.Compile recommendations and change requests, escalating high-priority issues as needed.Support testing of new installations, upgrades, and patches for supported tools.Document processes, maintain SOPs, and develop user guides and FAQs to improve support efficiency.Collaboration & Operational SupportCollaborate with client technical Teams, end-users, call centers, and contractors to stay aligned on system updates and support needs.Provide additional support for login management and increased Help Desk demand as needed.Support after-hours operations when required for high-priority requests.What We Need:Bachelor’s degree in Information Systems, IT, or related field (or equivalent experience).2–5 years of experience in Help Desk, technical support, or customer support roles.Experience supporting content management systems such as Drupal or similar platforms.Experience working in a ticket-driven environment with SLAs.Strong troubleshooting and problem-solving skills.Strong written and verbal communication skills.Ability to develop clear documentation and user support materials.Strong attention to detail and organizational skills.Strong working knowledge of Slack, assisting Users with Slack issues.Even Better:Experience supporting federal government or healthcare environments.Familiarity with web standards and accessibility requirements (Section 508).Experience delivering user training or onboarding sessions.Familiarity with Atlassian tools (Jira, Confluence).Experience supporting Qualtrics or similar platforms.Experience with IDM tools, such as MiniOrange and OKTA.ITIL or Help Desk certifications.Clearance Requirement:Ability to obtain Public Trust clearance