Help Desk Specialist, Senior (Remote - US)

This position is posted by Jobgether on behalf of Intelligent Waves. We are currently looking for a Help Desk Specialist, Senior in United States.

This role provides advanced technical support for enterprise IT systems in a high-stakes, mission-driven environment. You will troubleshoot, resolve, and escalate issues across both classified and unclassified networks, supporting end users in diverse locations. The position emphasizes hands-on problem-solving, adherence to IT service management processes, and delivering high-quality customer service. You will collaborate with technical teams to ensure system reliability, contribute to process improvements, and develop knowledge resources. This role is ideal for a detail-oriented, experienced IT professional passionate about maintaining secure, efficient, and scalable IT operations in support of complex organizational objectives.

Accountabilities:

·         Provide advanced IT support for hardware, software, and network issues on both classified and unclassified systems.

·         Troubleshoot and resolve complex technical problems, identifying root causes and implementing effective solutions or workarounds.

·         Support onboarding by setting up devices, configuring software, and ensuring network connectivity.

·         Manage and track incidents using ticketing systems such as Remedy or ServiceNow, ensuring adherence to SLA/AQL commitments.

·         Document and communicate service disruptions, outages, and resolutions to stakeholders.

·         Develop and maintain Knowledge Base Articles (KBAs) to support recurring issues and process improvements.

·         Follow ITSM and ITIL processes to maintain quality and consistency of service.

·         Active DoD Top Secret/SCI clearance.

·         Bachelor’s degree with 8+ years of relevant experience, or Master’s degree with 6–10 years of experience (additional experience may be considered in lieu of a degree).

·         Information Assurance Technician (IAT) Level II certification.

·         Minimum of 4 years experience with IT ticketing systems and at least 1 year using remote desktop support tools.

·         Demonstrated success meeting service-level goals and performance targets.

·         Strong troubleshooting skills for hardware, software, and network issues.

·         Effective communication and customer service skills, including documentation and collaboration with end users and technical teams.

·         Desired: Systems/network administration experience in Windows Server or Cisco environments, familiarity with automated call distribution systems, and certifications in process-based platforms (ITIL, HDI, CoBIT, Lean Six Sigma, etc.).

·         Comprehensive medical, dental, and vision coverage.

·         Paid time off, life, and disability insurance.

·         Retirement plan contributions starting from day one.

·         Technical training, tuition bonuses, and professional development opportunities.

·         Opportunities to work on impactful, mission-focused IT projects.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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