Overview

Goldbelt Hawk designs, develops, and implements comprehensive solutions for problem spaces, including computer security, scalable architectures, advanced analytics, artificial intelligence, and network/data center operations. Specializing in local and enterprise-level incident response and forensic analysis, Hawk's personnel deliver threat analysis and reporting while implementing solutions based on mature planning and development practices.

Summary:

We are looking for Senior Help Desk Support Service Specialist to support the Information Technology Support Services (ITSS) under the BIA. The service desk provide IT support to NPS personnel at various locations and nationwide as needed.

Responsibilities

Essential Job Functions:

• The centralized WASO IR Service Desk provides a single point of contact for initial problem reporting of IT related issues. This single point of contact requires the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other NPS/contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues involving NPS owned workstations, laptops, mobile devices, standard software and applications.
• Shall ensure that the service desk is responsive to end user problems.
• Develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.
• Shall appoint a dedicated team lead who will be responsible for directly managing all day-to-day operations and monitoring problems as they are reported for both service desk locations.
• Record all calls into the NPS supported Service Desk Ticketing system. Service Desk employees are responsible for recording required data (Customer contact information, issue to be addressed, etc.) for each call.
• Shall accept, troubleshoot, triage, and prioritize all support requests and then collect, document and store (knowledge database), and present information to agency users via the Service Desk Ticketing system.
• Research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call.
• Monitor the escalated tickets to insure they are being resolved according to defined SLAs and completing/closing tickets timely.
• Assist in the maintenance and update service desk technical reference information, support communications and the Knowledge management database. The documentation will also include, but is not limited to, NPS support links, technical information, alerts, scheduled maintenance, Frequently Asked Questions (FAQ), and contact information.
• Provide monthly service level metrics reporting for all areas of support.

Qualifications

Necessary Skills and Knowledge:

• Strong technical skills in operating systems (e.g., Windows, macOS, Linux), productivity software (e.g., Microsoft Office, G Suite), and remote support tools (e.g., remote desktop, virtual private network).
• Excellent communication and interpersonal skills, with the ability to interact professionally with end-users, colleagues, and third-party vendors.
• Detail-oriented with strong analytical and problem-solving abilities.
• Ability to prioritize tasks and manage multiple priorities effectively.

Minimum Qualifications:

• High School Diploma or GED.
• At least 3 - 4 years of related experience.
• Proven experience in help desk support, with a focus on troubleshooting and resolving complex technical issues in a fast-paced environment.
• Ability to successfully pass a background check.
• Must be a US citizen.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional, ITIL Foundation) are a plus.

Pay and BenefitsAt Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.