Job Description

CLEARANCE: ACTIVE SECRET CLEARANCE

HELP DESK SPECIALIST is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

HELP DESK SPECIALIST need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.

FIELD INCOMING HELP REQUESTS

One of the main duties of a service desk analyst is to handle incoming queries and help requests from end users, either via email or over the phone. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue.

RESOLVE IT SUPPORT REQUESTS

If possible, service desk analysts directly resolve user technical issues as they arrive. At some organizations, this can involve remotely accessing the user’s computer and making changes to their system and settings. In other cases, the service desk analyst walks the user through steps they can take to resolve the issue on their own. For relatively simple issues, the service desk analyst can quickly devise a solution to the problem without the IT department taking further action.

MAINTAIN SERVICE RECORDS

Throughout the user support process, service desk analysts maintain detailed records of user issues with software and hardware. These notes can help diagnose and repair complex issues and also provide IT departments with data regarding recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk analyst can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.

Company Description

Ohm was incorporated in 1998 in the Commonwealth of Pennsylvania. We provide consulting, staffing, and recruiting services to federal, state, local government agencies, and commercial organizations. The company offers broad-based expertise and capabilities in legal, administrative, IT, and clerical professions.