Help Desk Support Specialist I

Description

Job Title: Help Desk Support Specialist I

Department: Operations – Services 

Reports To: RavenTek Program Manager

Location: Norfolk, VA

Schedule: Monday – Friday 

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret level

Position Summary

The Help Desk Specialist provides front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as the initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports the mission by delivering reliable, professional IT support services that enable mission-critical operations and maintain high customer satisfaction. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

Essential Duties and Responsibilities

• Serve as the initial point of contact for end-user technical support requests via phone, email, or chat.
• Troubleshoot and resolve basic hardware, software, system, device, access, and performance issues.
• Support installation, configuration, and upgrades of software and hardware.
• Set up user profiles, manage user access, and perform password resets.
• Utilize product documentation, knowledge bases, and solution databases to research and resolve issues.
• Advise users on best practices to prevent recurring technical problems.
• Document incidents, resolutions, and support activities using help desk ticketing systems.
• Escalate unresolved or complex issues to appropriate technical teams or higher support tiers.
• Support both legacy applications and modern web-based applications across multiple operating systems.
• Fulfill service level agreements for response time, resolution quality, and documentation accuracy.
• Maintain accurate and complete records of all support activities.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required. 
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Travel up to 10% may be required.
• Other duties as assigned.

Knowledge and Critical Skills 

• Strong customer service orientation and professional demeanor.
• Basic understanding of computer systems, applications, and operating systems.
• Knowledge of Windows operating systems.
• Familiarity with help desk tools, ticketing systems, and troubleshooting procedures.
• Understanding of IT security best practices.
• Effective verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Attention to detail and documentation accuracy.
• Ability to work effectively both independently and as part of a team.
• Willingness and ability to learn new technologies and processes.

Education & Work Experience

• High school diploma or equivalent required.
• Up to 2 years of technical experience required.

Certifications, Licenses

• CompTIA A certification, preferred.
• HDI certification, preferred.
• Other relevant IT support certifications, preferred.

Special Requirements

• Must be able to obtain and maintain Secret level clearance.

Work Environment 

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential. 

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.