Help Desk - L1 Enterprise Application Support

Help Desk Support Specialist Career Opportunity Our client who is a well-respected government agency is seeking a dedicated and experienced Help Desk Support Specialist to join their team. The ideal candidate will have a strong background in customer service, with proven experience managing help desk operations and utilizing ticketing systems/applications. This role is crucial in ensuring that stakeholders receive timely and effective technical support. Help Desk Support Specialist Key Responsibilities Provide first-level support for custom and enterprise applications. Manage and prioritize help desk tickets, ensuring timely resolution and communication with users. Utilize ticketing systems to log, track, and manage support requests. Diagnose and troubleshoot technical issues, escalating complex problems to higher-level support when necessary. Maintain detailed records of support requests, resolutions, and follow-up actions. Develop and update self-help documents and FAQs to assist users in resolving common issues. Conduct training sessions for employees on the proper use of software and other IT resources. Collaborate with other IT team members to improve support processes and enhance user satisfaction. Provide after-hours support (on-call or rotating shifts) as required. Stay up to date with new technologies, software, and hardware to provide effective support. Help Desk Support Specialist Required Skills and Qualifications Proven experience in a customer service role, preferably in a help desk or technical support environment. Experience with help desk ticketing systems and applications. Excellent problem-solving skills and the ability to troubleshoot technical issues effectively. Strong communication skills, with the ability to explain technical concepts to non-technical users. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Detail-oriented with strong organizational skills. A positive attitude and a commitment to providing excellent customer service. Help Desk Support Specialist Career and Employee Benefits Opportunities for professional growth and development. Collaborative and inclusive work environment. Optional Medical, Vision, and Dental coverage available after 30 days of employment. Optional 401k participation available after 60 days of employment. RT