What are the responsibilities and job description for the Help Desk Specialist IV (HDS IV) position at ResolveSoft Inc?
Help Desk Specialist IV (HDS IV)
The Help Desk Specialist IV acts as the primary on-site liaison for the Government and supervises the daily operations of the regional help desk.
Key Responsibilities
- Supervise day-to-day help desk operations and manage teams of IT professionals across the Region 7 area of operation.
- Identify, research, and resolve complex technical problems.
- Create and manage escalation procedures to ensure Service Level Agreements (SLAs) are consistently maintained.
- Document, track, and monitor incident tickets to ensure timely resolution.
- Coordinate directly with customers to address and resolve IT issues.
- Provide a variety of complicated technical tasks relying on experience and judgment to accomplish performance goals.
Minimum Qualifications
- Education: Bachelor’s degree from an accredited college or university.
- Experience: * At least six (6) years of experience working at a Tier 1–2 help desk.
- At least two (2) years of project management experience specifically within IT Service Desk support or services.
- Technical Skills: Demonstrated experience and familiarity with Federal IT security requirements.
- Attributes: Must demonstrate a wide degree of creativity and latitude in problem-solving.
Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.
Salary : $100,000 - $120,000