A CompTIA A+, CompTIA N+, Security+, or other relevant information technology certification is required.
Three to five years of information technology support experience, including advanced help desk or endpoint support, is required.
Experience providing advanced end-user technical support in an enterprise environment is required.
Strong experience troubleshooting Windows operating systems and enterprise workstation environments is required.
Experience supporting endpoint lifecycle management, including deployment, refresh, imaging, and configuration, is required.
Familiarity with enterprise information technology service management tools such as ServiceNow is required.
Experience troubleshooting hardware, software, authentication, and system access issues is required.
Experience supporting patch management and vulnerability remediation is required.
Familiarity with remote support tools and endpoint management platforms is required.
Ability to diagnose complex issues and determine appropriate escalation paths is required.
Responsibilities
Provide technical troubleshooting and escalation support for complex endpoint issues.
Monitor ServiceNow queues and respond to advanced incidents and service requests.
Perform laptop imaging, configuration, refresh, and hardware replacement activities.
Support endpoint lifecycle management, including device preparation, deployment, and wipe processes.
Troubleshoot hardware, software, authentication, and operating system issues.
Support vulnerability remediation and system patching activities.
Use scripting and automation tools such as PowerShell to improve operational efficiency.
Mentor junior help desk technicians and provide guidance on complex troubleshooting.
Document troubleshooting steps and resolutions within ServiceNow.
Support knowledge management efforts, including standard operating procedures, troubleshooting guides, and technical documentation.
Desired Qualifications
Experience supporting enterprise environments or government information technology systems is preferred.
Familiarity with ITIL or similar service management frameworks is preferred.
Description
The Help Desk Specialist provides technical support to users and serves as an escalation point for complex issues that cannot be resolved at the Tier I or Tier II level. This role supports endpoint devices, operating systems, and enterprise applications while ensuring timely issue resolution and high levels of customer satisfaction. The position requires strong troubleshooting skills, experience working within enterprise IT environments, and the ability to support both day-to-day user issues and larger operational initiatives.
Key responsibilities include:
Providing technical troubleshooting and escalation support for complex endpoint issues
Monitoring ServiceNow queues and responding to advanced incidents and service requests
Performing laptop imaging, configuration, refresh, and hardware replacement activities
Supporting endpoint lifecycle management including device preparation, deployment, and wipe processes
Troubleshooting hardware, software, authentication, and operating system issues
Supporting vulnerability remediation and system patching activities
Utilizing scripting and automation tools (such as PowerShell) to improve operational efficiency
Mentoring junior help desk technicians and providing guidance on complex troubleshooting
Documenting troubleshooting steps and resolutions within ServiceNow
Supporting knowledge management efforts including SOPs, troubleshooting guides, and technical documentation
Technical Skills:
Strong experience troubleshooting Windows operating systems and enterprise workstation environments
Experience supporting endpoint lifecycle management (deployment, refresh, imaging, and configuration)
Familiarity with enterprise IT service management tools such as ServiceNow
Experience troubleshooting hardware, software, authentication, and system access issues
Experience supporting patch management and vulnerability remediation
Familiarity with remote support tools and endpoint management platforms
Ability to diagnose complex issues and determine appropriate escalation paths
Requirements
Required Skills:
CompTIA A+, CompTIA N+, Security+, or other relevant IT certification
3–5 years of IT support experience, including advanced help desk or endpoint support
Experience providing advanced end user technical support in an enterprise environment
Preferred Skills:
Experience supporting enterprise environments or government IT systems
Familiarity with ITIL or similar service management frameworks