Help Desk Specialist

Help Desk Specialist

Location: 408 Coast Guard Drive, Kearneysville, WV 25430

Job Description

Receives, logs, and tracks incidents and service requests using the approved ticketing process. Performs Tier 1 troubleshooting using SOPs and knowledge base articles. Resolves common issues (access, password resets, basic application support). Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation. Maintains professional customer service and clear communication with users.

Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
• Conducts technical research to resolve issues as they are presented
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action.
• Performs Tier 1 troubleshooting using SOPs and knowledge base articles.
• Resolves common issues (access, password resets, basic application support).
• Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation.
• Maintains professional customer service and clear communication with users.

Education & Experience

• High School diploma or GED is preferred.
• 1-5 years of customer service is preferred.
• 0-2 years IT help desk/service desk experience preferred.
• Experience using an ITSM ticketing tool and following escalation workflows preferred.

Certifications

• Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar)

Security Clearance

Must be able to obtain and maintain government customer Public Trust clearance.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.