Help Desk Specialist

Position summary

Varmoda is seeking a Junior Computer User Support Specialist to provide first-level technical assistance and coordinate technical support for customers. The role involves troubleshooting, incident and service request management, account support, documentation, and customer communication. This contract supports systems requiring 24x7x365 uptime, and candidates must be open to working all shifts and participating in a rotational on-call schedule.

Key Responsibilities

• Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
• Assist customers, troubleshoot problems, and coordinate technical support.
• Support account creations, account lockouts, and password changes.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Log and route service requests and incidents in an incident management system.
• Maintain service level agreements related to Desk Side support Service/Incident requests.
• Direct unresolved issues to the next level of support team member.
• Establish phone bridge with next level of support and customer leads per SOP's.
• Receive and input critical time data in various formats and ingest it into the vetting system.
• Convert data received in various formats into a customer-defined format such as XML for ingest into the system.

Required Qualifications

• 0–3+ years of experience in a Help Desk, Service Desk, or Call Center environment, or equivalent customer service experience.
• 0–3+ years of experience working with Incident Management ticketing systems, such as ServiceNow, Remedy, Jira, or similar platforms.
• Active Secret clearance is required.
• Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
• Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
• Candidates must be open to working all shifts.

Preferred Qualifications

• Experience supporting technical assistance requests in a mission critical environment.
• Experience with incident management and service desk processes.
• Experience working with XML or other customer-defined data formats.

Certifications & Clearance

• Active Secret clearance is required.
• US Citizenship is required; dual citizenship cannot be considered.