Help Desk Specialist

Help Desk Specialist

Position Overview

The Help Desk Specialist provides Tier II technical and functional support for Federal Government users of a workforce management system and its associated applications, components, and data environments. This role is responsible for ensuring timely intake, triage, tracking, and resolution of user support requests while maintaining high service quality and alignment with the Federal Government''''s operational requirements.

The position operates in a structured, metrics-driven support environment and requires strong coordination with federal stakeholders, technical teams, and end users.

Key Responsibilities

User Support & Issue Resolution

• Provide user support for workforce management system stakeholders, including troubleshooting system issues, resolving defects, and addressing functional questions.
• Support a broad range of requests including:
  • System access and permission issues
  • Data inquiries and corrections
  • Application functionality and usability issues
• Coordinate with development and engineering teams to escalate and resolve complex technical issues.

Ticket Management & Tracking

• Receive, log, categorize, prioritize, and track all user support requests within Federal Government-approved help desk systems (e.g., JIRA, Confluence).
• Ensure all tickets are properly documented, updated, and closed in accordance with SLA and quality standards.
• Maintain traceability of issues from intake through resolution.

Coordination & Communication

• Collaborate closely with federal staff and stakeholders to ensure proper handling and resolution of user issues.
• Communicate clearly with end users regarding ticket status, expected resolution timelines, and workarounds where applicable.
• Support cross-functional coordination between business, technical, and program management teams.

Reporting & Metrics

• Support development and maintenance of help desk dashboards reflecting:
  • Ticket volume and status
  • Resolution times
  • Backlog and trends
• Generate and contribute to monthly help desk reports, including:
  • Analysis of recurring issues
  • Identification of systemic problems
  • Recommendations for application and process improvements

Process Documentation & Continuous Improvement

• Document standard operating procedures (SOPs), troubleshooting steps, and resolution workflows.
• Maintain and enhance knowledge base content to improve support efficiency and consistency.
• Identify trends and recurring issues and proactively recommend system enhancements or process improvements.

Preferred Qualifications

• Minimum 5 years of experience in help desk, service desk, or IT support roles (Tier II preferred)
• Experience supporting enterprise applications or data systems
• Proficiency w/ ticketing and collaboration tools such as JIRA and Confluence
• Strong troubleshooting and analytical skills
• Demonstrated ability to manage multiple support requests in a fast-paced environment
• Excellent written and verbal communication skills
• Experience supporting federal government systems, preferably within Federal Government environments
• Familiarity with data-driven applications, reporting tools, or workforce planning systems
• Experience developing dashboards and analyzing help desk metrics

Key Competencies

• Customer service orientation with strong responsiveness
• Attention to detail and process discipline
• Ability to identify patterns and drive continuous improvement
• Strong collaboration and stakeholder engagement skills
• Accountability for ticket resolution and service quality

Deliverables

• Accurate and timely ticket tracking and resolution
• Updated help desk dashboards and metrics reporting
• Monthly help desk performance and trend reports
• Documented processes, procedures, and knowledge base articles