Help Desk Support Specialist<br />Key Role:<br /><br />Provide end user support for a mission critical system for a federal law enforcement client. Work under general supervision and provide second-tier support to end users for either PC, server, or mainframe applications or hardware. Handle problems that the first tier of help desk support is unable to resolve. Interact with network services, software systems engineering, and applications development to restore services or identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems. Analyze, maintain, and review comprehensive documentation for all troubleshooting procedures, interact professionally with clients and exhibit expertise in customer service, and m aintain currency and a high level of technical expertise. Escalate more complex problems to senior levels and p erform other duties, as assigned. <br /><br />Basic Qualifications:<br /><br />-3+ years of experience with troubleshooting and supporting Web applications, software, and data issues <br /><br />-3+ years of experience with administering application and systems accounts <br /><br />-3+ years of experience with troubleshooting laptops and peripheral computer equipment <br /><br />-Experience with the use of IT service management (ITSM) tools, including ServiceNow <br /><br />-Experience with Windows, UNIX, or Linux <br /><br />-Ability to work independently on projects and advanced or VIP tickets and multi-task in a fast paced environment <br /><br />-Active TS/SCI clearance <br /><br />-HS diploma or GED required <br /><br />Additional Qualifications:<br /><br />-Possession of excellent client service skills <br /><br />-BA or BS degree <br /><br />-ITIL v4 Foundations Certification <br /><br />Clearance:<br />Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.<br /><br />We're an EOE that empowers our people-no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other protected characteristic-to fearlessly drive change.