Service Desk Analyst/ Lead

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Salesforce
JIRA
SLA
ITIL
End User support

Job Details

Job Summary:
Seeking customer-focused Service Desk Agents to provide front-line technical support for a critical public sector department. The role involves handling resident inquiries via phone, email, or chat, logging issues in Salesforce or Jira, and collaborating with technical teams to resolve problems efficiently.

Key Responsibilities:

Serve as first contact for resident/public inquiries.

Log and categorize tickets accurately.

Collaborate with technical teams for issue resolution.

Escalate complex cases and maintain clear documentation.

Help reduce hold times and call abandonment.

Requirements:

Experience in customer-facing technical support or contact centers.

Familiarity with Salesforce, Jira, or similar platforms (training available).

Strong communication and troubleshooting skills.

Ability to work in a fast-paced environment.

Preferred:

Experience with government/public sector support.

Knowledge of ITIL/SLAs and flexible engagement models.

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action employer. We at HL Solutions do not discriminate based on Race, Religion, Color, National origin, Sex, Sexual orientation, Gender identity, Gender expression, Age, and Disability status.
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