Help Desk Specialist

Post Date

Jan 19, 2023


District Of Columbia

ZIP/Postal Code

Sep 19, 2024 Insight Global

Job Type



Help Desk

Req #


Pay Rate

$22 - $33 (hourly estimate)

Job Description

Help Desk Specialist to support a Federal Government client at our Washington, DC 20005 location. The Help Desk Specialist will provide support for 5,000+ end users.


* Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into ServiceNow Incident tracking system

* Provide telephone, email and remote support for 5,000+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics

* Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary

* Communicate with the end user regarding their incident, through their corresponding ServiceNow ticket

* Determine priority based on problem information and documented guidelines

* Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members

* Consistently apply customer service best practices

* Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)

* Verify with the customer the problem has been resolved before resolving the ticket

Required Skills & Experience

2 years of help desk experience

* Very good troubleshooting and problem-solving skills with desktops, laptops and Dell PC's

* Great attention to detail

* Very good customer service experience

* Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines

* Experience with troubleshooting network printers

* Knowledge of Windows Operating Systems, Windows 7

* Knowledge of Networking

* Experience with Microsoft Office Suite

Desired Qualifications

* Associates Degree in Computer Science, Engineering or a related technical discipline

* Security +, A+, MCTS, MCITP certifications



Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.