Help Desk Specialist(Entry Level)

Overview

Remote
$15 - $20
Contract - W2
Contract - 5 Year(s)

Skills

computer systems
customer service

Job Details

Help Desk Specialist Location: Remote Work Type: Remote
Remote Work: NO
Job Description
Gridiron IT is seeking a Help Desk Specialist to provide high-level support for a Department of Defense (DoD) Travel contract. This role delivers technical, functional, and customer-focused assistance to ensure seamless operation and user experience within the Defense Travel System (DTS) and related DoD travel programs.
Responsibilities

  • Provide assistance to all DoD personnel regarding the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management. Perform functional analysis to identify process steps, tasks, and inter-relationships.
  • Develop, update, and maintain project documentation, including specification manuals, system procedures, presentations, and training materials. Translate processes into clear visual depictions to support understanding and compliance.
  • Support a 24x7x365 operational environment, with availability to work weekends, overnights, and Federal holidays as required. Participate in special projects and collaborate across teams to ensure mission continuity.
  • Work directly with customers and technical staff to enhance understanding of requirements and coordinate implementation of improvements. Maintain system integrity through documentation and analysis of anomalies to ensure optimal performance.
  • Troubleshoot and resolve issues related to customer-specific operating systems and applications. Define and classify level, priority, and nature of problems, escalating when necessary. Manage the full lifecycle of trouble tickets opening, tracking, and closing ensuring ownership and end-user satisfaction.
  • Provide exceptional communication and customer service in a mission-critical environment. Complete additional training as required to support legacy systems.

Required Qualifications

  • Associate degree or equivalent technical training with a minimum of 2 years of relevant experience.
  • Ability to obtain a Favorable Public Trust (CoPT) determination and hold U.S. citizenship.
  • Demonstrated technical proficiency in computer hardware, software, and networking systems.
  • Experience in installation, configuration, and troubleshooting of computer systems.
  • Ability to work effectively in an office environment, including extended computer use and communication via telephone, email, and in person. Some travel may be required.
  • Commitment to continuous learning and training to support evolving DoD travel systems.

Clearance
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information. Requires favorable Public Trust and ship.
Compensation and Benefits
Salary Range: $15 - $20/hr (Compensation is determined by various factors, including but not limited to location, work experience, skills, education, certifications, seniority, and business needs. This range may be modified in the future.)

Benefits: Gridiron offers a comprehensive benefits package including medical, dental, vision insurance, HSA, FSA, 401(k), disability & ADD insurance, life and pet insurance to eligible employees. Full-time and part-time employees working at least 30 hours per week on a regular basis are eligible to participate in Gridiron s benefits programs.

Gridiron IT Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status or disability status.

Gridiron IT is a Women Owned Small Business (WOSB) headquartered in the Washington, D.C. area that supports our clients' missions throughout the United States. Gridiron IT specializes in providing comprehensive IT services tailored to meet the needs of federal agencies. Our capabilities include IT Infrastructure & Cloud Services, Cyber Security, Software Integration & Development, Data Solution & AI, and Enterprise Applications. These capabilities are backed by Gridiron IT's experienced workforce and our commitment to ensuring we meet and exceed our clients' expectations.

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