Help Desk Specialist

Post Date

Jan 19, 2023


District Of Columbia

ZIP/Postal Code

Nov 24, 2023 Insight Global

Job Type



Help Desk

Req #


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