Help Desk Support Spec

Join a team that supports critical mission operations as a Tier-1 Help Desk single point of contact at Hanford Mission Integration Solutions in Richland, WA (onsite). This role focuses on diagnosing, troubleshooting, and resolving customer desktop and technical software issues through phone, chat, and web tickets. You will also collaborate with higher-level support (Tier-2/Tier-3) and field teams to keep systems running for users across the site.

What you’ll be doing

• Support customers using multiple channels including call, chat, and tickets, plus virtual environments such as VDI/AVD and remote access/other network access methods.
• Handle provisioning, diagnosis, troubleshooting, and resolution for issues involving accounts, passwords, operating systems, network shares, applications, and printers.
• Provide IT support using tools such as Microsoft Remote Assist and Microsoft Quick Assist.
• Coordinate with application and system administrators, subject matter experts, and other support levels to resolve problems effectively.
• Manage telephone service changes, including call forwarding, updating line appearances, adding/removing/changing voicemail, setting up speed dials, and updating billing and location information with ANI/ALI 911.
• Work with move coordinators and other Hanford contractors to arrange telephone Move/Add/Changes.
• Serve as the point of contact (POC) for video teleconferencing (VTC) issues and questions.
• Resolve telephony accounts and application issues in coordination with the Voice Engineer and other support levels, and coordinate repairs with field support personnel and engineers.
• Assist with new and upgraded deployments of supported systems and applications.
• Coordinate support with field support personnel and engineers as appropriate.

Tools and systems you’ll use

• Windows operating system
• Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.)
• SharePoint and Teams
• Microsoft Remote Assist and Microsoft Quick Assist
• VDI/AVD
• ANI/ALI 911 information

Required qualifications

• AA degree or an equivalent combination of education and experience in Information Technology.
• Excellent written and verbal communication, including proper phone and video communication etiquette, strong active listening, and a calm demeanor with customers.
• Strong problem solving, troubleshooting, and analytical skills to support users with IT issues.
• Highly dependable with demonstrated attendance, punctuality, and work ethic both independently and as part of a team.
• Strong attention to detail in a highly technical environment.
• Coachability with the ability to view issues from multiple angles.
• Working knowledge of Windows, Microsoft Office 365, SharePoint, and Teams.
• Ability to obtain and maintain a Personal Identity Verification (PIV) credential badge.

Benefits

• Medical/dental/vision
• Short-and long-term disability
• Life insurance
• 401(k) plan
• Paid time off
• Relocation funding: No

Additional job details

• Onsite: North Richland location; this position is not eligible for telework.
• Essential position: May include shift work.
• U.S. citizenship required: Yes
• Clearance required: No
• Job classification: HAMTC
• Compensation: Hourly rate starting at $27.133/hr (in accordance with the collective bargaining agreement).