Help Desk Support Specialist (Norfolk, VA)

Akira Technologies is seeking a Help Desk Support Specialist to provide first-line technical support to a government client in Norfolk, VA. This role serves as the initial point of contact for troubleshooting hardware, software, and system issues, ensuring users receive prompt and professional assistance. The ideal candidate will have a solid understanding of common IT practices, experience in a help desk environment, and the ability to deliver high-quality customer service.

Place of performance is Norfolk, VA.

Job Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat.
• Troubleshoot and resolve basic hardware, software, application, device, and access issues.
• Utilize knowledge bases and solution databases to research and deliver solutions.
• Advise users on troubleshooting steps, preventative measures, and provide documentation as needed.
• Log and track all incidents in help desk systems or ticketing tools.
• Escalate complex issues to higher-level support teams as needed to ensure resolution.
• Support software or device installations, system upgrades, user profile setup, and password resets.
• Maintain adherence to service-level agreements (SLAs) for response time and quality.

Qualifications

• High school diploma or equivalent.
• 2 years of experience in help desk, IT support, or a related technical field.
• Strong understanding of common IT concepts, practices, and procedures.
• Excellent communication and customer service skills.
• Ability to work effectively under the guidance of senior team members.
• Active Secret Security Clearance (required).

Salary Range:  $50,000 to $75,000

Akira’s pay range for this position considers various factors including skills, years of experience, training, licenses, certifications, alignment with market data, and internal equity in the organization.  This pay range estimate is a general guideline only and not a guarantee of compensation or salary, which Akira believes to be done in good faith in compliance with local laws.  The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

General Description of Benefits

Akira offers its employees multiple options for medical plans (some with Health Savings Account), dental plans, and vision coverage, and a 401(k) plan with employer match.  To promote work/life balance, Akira offers paid time off, including vacation and sick time, holidays, paid parental leave, military leave, bereavement leave, and jury duty leave.  We also offer short and long-term disability benefits to protect employee income in the event of sickness or injury, life insurance, accidental death and dismemberment insurance, and critical illness insurance.  Akira also offers tuition, training, and certification reimbursement for professional development and career advancement.

Akira regularly reviews our total rewards package to ensure our offerings remain competitive and reflect the values and needs expressed by our employees.

About Akira Technologies   

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.   

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.