What are the responsibilities and job description for the Help Desk Support position at Prevailance, Inc.?
Description
This position is contingent upon successful contract award.
Provide front-line technical support for networks and client/server environments. Responsible for diagnosing, troubleshooting, and resolving hardware and software issues to ensure minimal downtime for end-users.
- TechnicalSupport & Troubleshooting: Perform comprehensive information systems customer support across networks.
- OS & Software Management: Act as a Subject Matter Expert (SME) on PC operating systems. Install, configure, and maintain system software and enterprise applications.
- Network & Mail Standards: Ensure all user workstations comply with established networking protocols and email standards to maintain secure and efficient communication.
- Incident Management: Log, track, and manage support tickets, ensuring all service level agreements (SLAs) are met and users are kept informed of their status.
- Client/Server Support: Provide technical assistance for server-side applications that impact end-user experience, ensuring seamless integration betweenthe client and the network.
Requirements
Experience Requirements:
Candidates must demonstrate successful experience in at least two (2) of the following core areas:
- Information Systems Support: Proven ability to perform technical support onenterprise networks and in the client/server field.
- Technical Expertise: Expert-level knowledge of MS-Windows and modern networking/mail standards. Demonstrated proficiency in navigating and managing help desk ticketing systems.
- Customer Service & Communication: Strong oral and written communication skills. Must demonstrate a proactive, positive "customer service attitude" when dealing with technical challenges and user frustrations.
Education & Experience Requirements
- Associate’s Degree from an accredited institution in Computer Science, Information Systems Management, Computer Science Application Management, or a closely related technical field
OR
- No degree possesses at least 3 years of direct experience in the technical support areas listed above.
Clearance Requirements: Possesses and maintain TS/SCI
If you meet these qualifications and are ready to make an impact, we encourage you to apply today!
Prevailance, Inc. proudly supports veterans as a member of the V3 (Virginia Values Veterans) program and the Hire Vets initiative. Recognized as a Top Workplace in 2025, Prevailance fosters a supportive, mission-driven environment for its team members. We provide a comprehensive benefits package to eligible employees, designed to support health, wellness, and financial security. Our benefits include:
- Medical Insurance
- TriCare Supplemental
- Dental Insurance
- Vision Insurance
- Life & Accidental Death & Dismemberment (AD&D) Coverage
- 401(k) Plan with Company Matching Contributions
- Paid Time Off (PTO)
- 11 Paid Holidays
- Education Reimbursement Program
- Computing Device Reimbursement Program
Prevailance, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, citizenship status, marital status or any other consideration prohibited by law or contract. Prevailance, Inc. participates in E-Verify and is VEVRAA Compliant.