IT Helpdesk Specialist

Basic Qualifications:

• 2+ years of experience assisting users to resolve issues in a technical help desk support role 
• Experience analyzing call center and ticketing system reports to design response handling strategies 
• Knowledge of call center best practices, including forecasting and scheduling, inbound technical triage, ticket tracking and escalation, and CRM applications 
• Knowledge of common Help Desk platforms, including ServiceNow or Jira Service Desk  
• Knowledge of Microsoft Office Suite 
• Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements  
• Bachelor’s degree  

Additional Qualifications: 

• 2+ years of experience supporting the CDC or other government organizations 
• Experience identifying, tracking, monitoring, and prioritizing requests 
• Experience installing, configuring, testing, and maintaining hardware and software 
• Experience serving as a liaison to OCIO Cybersecurity Program Office and IT Operations teams, including users, equipment, servers, workstations, and software, for supporting IT projects
• Knowledge of cloud environments, including AWS or Azure 
• Knowledge of leveraging industry Best Practices and Standards and existing OCIO IT Customer Support and Customer Security Incident Response Team operations 
• Master's degree 
• CompTIA Certification, including A+, Network+, or Security+ Certifications