What are the responsibilities and job description for the Help Desk Support Specialist position at Business System Solutions?
About Business System Solutions
Business System Solutions is a certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and is a trusted provider of comprehensive IT services and solutions for both government, commercial and small business clients. We bring cross-industry expertise in areas including defense, healthcare, finance, and IT sectors—delivering solutions in cybersecurity, data analytics, enterprise reporting, database management, and software development. Taking a full-service approach, we partner closely with our clients to understand their challenges, design tailored technical solutions and deliver impactful results using a range of modern technologies and platforms.
Help Desk Support Specialist
Overview:
The Help Desk Support Specialist provides first-level technical support by diagnosing and resolving user-reported issues. Working under immediate supervision, this role ensures timely problem resolution, proper escalation of complex issues, and accurate documentation of all support activities.
Key Responsibilities:
- Respond to user-reported technical issues and provide initial problem diagnosis.
- Conduct problem recognition, research, isolation, resolution, and follow-up steps.
- Resolve first tier issues independently and escalate more complex problems to higher-level support, senior operators, or supervisors.
- Ensure timely close-out of trouble tickets and follow established service-level agreements (SLAs).
- Document all issues, troubleshooting steps, and resolutions in the ticketing system.
- Communicate effectively with users regarding issue status, resolution steps, and workarounds.
- Assist in identifying recurring issues and contribute to continuous improvement of support processes.
Qualifications:
- An Associates degree, or 1 year equivalent experience in IT support or related field.
- Basic understanding of computer systems, software applications, and network troubleshooting.
- Strong problem-solving, analytical, and communication skills.
- Ability to work under supervision and follow established procedures.
- Experience with ticketing systems or help desk software is preferred.
Preferred Skills:
- Knowledge of operating systems (Windows, macOS, Linux) and common office applications.
- Familiarity with IT service management (ITSM) frameworks or best practices.
- Ability to learn new technologies quickly and assist in training end-users.
Benefits for Full Time Employees
- 401(k)
- 401(k) matching up to 4%
- Competitive Pay
- Comprehensive Medical, Dental, and Vision coverage fully paid for employees
- Flexible Schedule
- Paid Time Off
- Full-time and part-time opportunities
