Help Desk Specialist (Remote)

This is a remote position.
Where you’ll be working – Federal Agency - remotely
Our company is looking for a Help Desk Specialist to join our team in Monterey, CA. This
position will be supporting a government customer, hence only US Citizens may apply.
What you’ll be doing –
The Help Desk Specialist is responsible for providing technical support and assistance to
users within the Naval Postgraduate School community. The primary objective of this role is to
ensure the effective resolution of IT and telecommunications issues, deliver exceptional
customer service, and maintain the smooth operation of academic classes and other mission-
critical activities. The Help Desk Specialist will serve as the first point of contact for users,
providing Tier 1 support and escalating more complex issues to the appropriate personnel.
Provide first-level contact and effectively resolve customer issues related to computer
systems, software applications, and hardware peripherals.
Respond to help desk calls, emails, and other inquiries in a professional and timely
manner, adhering to established service level agreements.
Document all support interactions, including issue details, troubleshooting steps, and
resolutions, in the IT Service Management (ITSM) ticketing system.
Perform remote troubleshooting using appropriate tools to diagnose and resolve
technical problems for Windows and Macintosh operating systems, iOS and Android
mobile devices, and related applications.
Escalate unresolved queries and complex issues to Tier 2 support personnel or on-site
technicians as per established procedures.
Collaborate with on-site ITACS staff, transferring tickets and providing necessary
information for issues requiring in-person support or further elevation.
Utilize remote access tools, such as Splashtop or equivalent, to provide efficient and
effective remediation of desktop issues.
Maintain a comprehensive knowledge of help desk procedures, products, services, and
ITSM components to deliver accurate and up-to-date support.
Track and report weekly metrics, including the number of calls received, resolved, and
escalated, and provide a summary of issue types addressed for root cause analysis.
Attend telephonic/Teams meetings as designated by the Contracting Officer's
Representative (COR) or Technical Point of Contact (TPOC).
Continuously identify opportunities to improve support processes and make
recommendations to enhance the NPS customer experience.
Adhere to established security and confidentiality protocols to safeguard user data and
sensitive information.
What you'll need –
Comprehensive knowledge of various computer operating systems (Windows, Mac,
Linux, iOS, Android, etc.), techniques, requirements and methods, including systems
management software concepts and functions in order to install, maintain, and repair
computer hardware and software
Current CompTIA Security+ desired
U.S. Citizenship
High school diploma or equivalent (Bachelors degree in a relevant field preferred).
Previous experience in a help desk or technical support role.
Proficiency in providing support for Microsoft Windows and Apple Macintosh operating
systems.
Familiarity with iOS and Android mobile devices and related configurations.
Strong customer service orientation and excellent communication skills.
Ability to diagnose and troubleshoot technical issues effectively.
Experience with remote access tools and ITSM ticketing systems.
Knowledge of IT best practices, including incident management and escalation
procedures.
Detail-oriented with the ability to prioritize and manage multiple tasks.
Ability to work collaboratively in a team environment.
Willingness to continuously update knowledge and skills related to evolving
technologies and IT industry trends.