Help Desk Support Specialist

Hunter Strategy is hiring a Help Desk Support Specialist to support the USDA Farm Production and Conservation (FPAC) Shared Service Center. In this Tier 2 and Tier 3 role, you’ll handle incidents and service requests that require deeper investigation, using phone support and remote access to diagnose issues and restore service.

This position emphasizes strong diagnostic ability, clear communication with users and technical teams, and disciplined ticket documentation. You’ll also contribute to root-cause thinking, knowledge articles, and user training materials as recurring problems surface.

What You’ll Do

• Respond to client support questions and provide support by phone and remote access.
• Diagnose problems across computer software, peripherals, and hardware, including running software diagnostic tools and interpreting error and log data.
• Deliver advanced support for incidents and service requests involving applications, infrastructure, access, integration, and performance.
• Restore service directly, or coordinate escalation when another team is needed.
• Guide users through basic troubleshooting steps and provide basic computer training.
• Install, upgrade, and configure software systems, including support for remote software deployments and updates.
• Coordinate hardware repair, replacement, or dispatch when physical action is required, and track the process to completion.
• Maintain accurate ticket records, complete support tickets, and follow up with clients through resolution.
• Communicate ticket status clearly to users and technical teams across the full ticket lifecycle.
• Identify recurring problems, contribute to root-cause analysis, and help develop knowledge articles.
• Write training manuals and other support documentation.
• Support approved changes.
• Participate in scheduled or after-hours operational coverage as needed.

What You Bring

• Demonstrated help desk experience, including responding to user queries over the phone and through remote sessions.
• Proven ability to assess and diagnose computer hardware and software issues and implement effective solutions.
• Advanced knowledge of computer software and hardware systems.
• Excellent diagnostic skills.
• High-level written and verbal communication skills, including patience to guide users step by step.
• Experience diagnosing hardware and peripheral issues remotely and coordinating repair or replacement.
• Experience providing basic computer training to end users.
• Discipline to maintain accurate ticket records and clear support documentation.

Compensation and Location

• Salary range: USD 70,000 - 81,000 per year
• Location: Remote