Role: HelpDesk Support Specialist
Company: Arch Systems
Client: U.S. Federal Government
Location: Remote
Employment Type: Full-time
Experience Required: Minimum 5 Years
Job Summary
Arch Systems is seeking an experienced Help Desk Support Specialist to provide technical assistance, user administration, and troubleshooting support for yK1 and Mission Control applications in a U.S. Federal Government environment.
Key Responsibilities
Provide 8 hours of daily help desk and end-user technical support.
Manage, track, prioritize, and resolve support tickets.
Handle user account administration, access requests, and permissions.
Troubleshoot application, system, and user-related technical issues.
Escalate complex technical issues to appropriate support teams.
Follow up with users to ensure issue resolution and customer satisfaction.
Maintain accurate ticket records and support documentation.
Required Qualifications
Minimum 5 years of experience in IT Help Desk, Service Desk, or Technical Support.
Strong troubleshooting, incident management, and problem-solving skills.
Experience with ticketing systems and user access management.
Excellent communication and customer service skills.
Ability to work independently in a remote environment.
Preferred Qualifications
Prior U.S. Federal Government experience is highly preferred.
Familiarity with federal IT support processes and security requirements.
Experience supporting enterprise applications and government users.
