Help Desk Representative

Job Description:

• Support mission requirements for developing, integrating, and sustaining a scalable data ecosystem.
• Manage global authentication support operations, ensuring efficient troubleshooting of user access issues related to IAM, security policies, and cloud authentication systems.
• Develop and enforce Service Level Agreements (SLAs) for response times, ticket resolution, and escalation procedures.
• Coordinate help desk workflows using IT service management (ITSM) platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
• Provide technical support for CAC authentication, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and access control policies.
• Submit the Help Desk Performance & Support Metrics Report, detailing ticket resolution rates, user support trends, and SLA adherence.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Or, three (3) years of equivalent experience in IT support.
• Demonstrated experience in resolving Tier 1 and Tier 2 support tickets, assisting with enterprise device provisioning, and maintaining IT asset tracking systems.
• Experience with Microsoft Windows, macOS, and cloud-based IT support tools is required.
• Possess the knowledge and capability to provide technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.
• Proficient in IT troubleshooting methodologies, ticketing system usage (e.g., JIRA, ServiceNow), and customer service best practices.
• Strong skills in incident resolution, remote desktop support, and end-user assistance are required.

Benefits: Apply To This Job