Job Title: Help Desk Specialist Work Location(s) – City, State: Kearneysville, WV Key Tasks and Responsibilities • Uses automated information systems to analyze routine situations. • Resolves user problems quickly and efficiently. • Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available • Conducts technical research to resolve issues as they are presented • Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem. • Receives, logs, and tracks incidents and service requests and incoming calls using the approved ticketing process. May prioritize for proper action. • Performs Tier 1 troubleshooting using SOPs and knowledge base articles. • Resolves common issues (access, password resets, basic application support). • Escalates to Tier 3 or Tier 4 as required while maintaining ticket ownership documentation. • Maintains professional customer service and clear communication with users. Education & Experience • High School diploma or GED is preferred. • 1-5 years of customer service is preferred. • 0-2 years IT help desk/service desk experience preferred. • Experience using an ITSM ticketing tool and following escalation workflows preferred. Certifications • Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar) however not required Security Clearance • Must be able to obtain and maintain government customer Public Trust clearance.