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Helpdesk Support Specialist
Pennsylvania (PA) – Hybrid
12-Month Contract
We are seeking candidates who do not require visa sponsorship, are eligible to work on a W2 basis, and are currently local to Pennsylvania
Position Overview
We are seeking a Helpdesk Support Specialist to provide first-level technical support within a State Government environment. The selected candidate will serve as the primary point of contact for end-user issues, ensuring timely resolution of technical problems related to hardware, software, and network systems. This role requires strong customer service skills, technical troubleshooting expertise, and the ability to work in a fast-paced, ticket-driven environment. The ideal candidate will demonstrate effective communication, problem-solving skills, and adherence to IT service management processes. Experience supporting government agencies or large enterprise environments is highly preferred.
Key Responsibilities
Helpdesk Support Specialist
Pennsylvania (PA) – Hybrid
12-Month Contract
We are seeking candidates who do not require visa sponsorship, are eligible to work on a W2 basis, and are currently local to Pennsylvania
Position Overview
We are seeking a Helpdesk Support Specialist to provide first-level technical support within a State Government environment. The selected candidate will serve as the primary point of contact for end-user issues, ensuring timely resolution of technical problems related to hardware, software, and network systems. This role requires strong customer service skills, technical troubleshooting expertise, and the ability to work in a fast-paced, ticket-driven environment. The ideal candidate will demonstrate effective communication, problem-solving skills, and adherence to IT service management processes. Experience supporting government agencies or large enterprise environments is highly preferred.
Key Responsibilities
- Provide Tier 1 technical support for end users via phone, email, or ticketing systems.
- Troubleshoot hardware, software, and network connectivity issues.
- Log, track, and resolve incidents and service requests using ITSM tools.
- Escalate complex technical issues to Tier 2/3 support teams when necessary.
- Install, configure, and maintain desktops, laptops, printers, and peripherals.
- Support enterprise applications including email, VPN, and collaboration tools.
- Perform user account management (password resets, access provisioning, etc.).
- Document resolutions and maintain knowledge base articles.
- Ensure adherence to SLAs and response/resolution timeframes.
- Assist in onboarding/offboarding activities and system setup.
- Maintain asset inventory and support equipment lifecycle management.
- Follow security policies and ensure compliance with state IT standards.
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 2–5 years of Helpdesk or Technical Support experience.
- Strong knowledge of Windows OS and Microsoft Office Suite.
- Experience with ticketing systems (ServiceNow, Remedy, or similar).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with Active Directory user and group management.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple tickets and prioritize workload effectively.
- Experience supporting State Government or public sector clients.
- CompTIA A , Network , or similar certifications.
- Experience with remote support tools (e.g., TeamViewer, AnyDesk).
- Knowledge of ITIL framework or IT service management processes.
- Experience supporting Office 365 and cloud-based environments.
- Deliver excellent customer service with a user-first approach.
- Communicate technical information clearly to non-technical users.
- Maintain professionalism in high-volume, high-pressure environments.
- Demonstrate accountability and ownership of assigned tickets.
- Collaborate effectively with cross-functional IT teams.
- Follow structured processes and documentation standards.
- Show willingness to learn new tools and technologies.