Help Desk Specialist

We are seeking a dependable and customer-focused Help Desk Technician I to provide first-level technical support to our end users. As the first point of contact for IT-related issues, you will play a critical role in delivering timely resolutions, troubleshooting technical problems, and ensuring user satisfaction. The ideal candidate will have basic technical knowledge, excellent communication skills, and a commitment to providing superior customer service. In this role, you will manage and resolve a variety of IT support requests, including software, hardware, and network issues, while escalating unresolved problems to higher-level support teams as necessary. This is an excellent opportunity for a detail-oriented individual eager to grow their IT expertise in a dynamic and fast-paced environment.

Duties:

• Provide Tier 1 technical support for end-user computing equipment, software applications, and infrastructure supporting FLETC operations


• Troubleshoot and communicate with end-users via software tools, telephone, or in-person


• Install and/or replace end-user computing equipment


• Perform preventative maintenance work on end-user computing equipment


• Maintain accurate records of software/hardware installation and relocation


• Interact with network infrastructure, applications, and other IT experts to resolve and/or identify and correct core problems


• Escalate complex issues to Tier 2/3 as appropriate and follow established IT policies, security requirements, and service management practices

Minimum Qualifications:

• 6 months or more of experience troubleshooting software and hardware in a customer service role
• Excellent problem-solving, analytical, written, and verbal communication skills (English)
• High School Diploma or equivalent required; Associate degree in IT preferred
• CompTIA A+ or Network+ preferred
• U.S. Citizen; must pass Federal Law Enforcement Background Investigation; Secret Clearance preferred (not required)