Senior Helpdesk Specialist

The Senior Helpdesk Support Specialist provides effective third-tier support to end users for PC, hardware, software, mobility, end user computing, or cloud-based applications under limited supervision. This role focuses on resolving complex issues, monitoring support incidents, and maintaining accurate documentation to improve service quality.

Onsite Location

Washington, DC (onsite)

Compensation

USD 64,944 - 97,416 per yearly

Role Responsibilities

• Provide senior helpdesk support for end-users, addressing technical issues across hardware/software problems, mobility, and printer malfunctions.
• Document all interactions, progress notes, and solutions in the ticket tracking system to maintain a complete and accurate record of user support activities.
• Perform any duties assigned by Team Leads and management.
• Assist with providing leadership and mentorship to lower tier helpdesk personnel.
• Act as a senior point of contact for IT-related concerns, ensuring effective communication and a high standard of support service delivery.
• Follow up with users to confirm that issues are fully resolved and that they are satisfied with the service provided.
• Identify, research, and resolve technical problems as they arise, working collaboratively with teammates and specialists for complex issues.
• Escalate unresolved issues to and coordinate with senior technical staff as needed to support timely solutions.
• Develop, maintain, and recommend comprehensive documentation for helpdesk activities, including processes, FAQs, and troubleshooting guides.
• Update the Standard Operating Procedures manual to reflect current practices and protocols in helpdesk operations.
• Maintain and adhere to asset entry requirements to support an accurate inventory of IT assets for accountability and resource allocation.
• Conduct periodic hardware asset checks and audits, documenting status and ensuring maintenance records are current.
• Participate in ongoing training sessions to remain current on emerging technologies and improvements in helpdesk support practices.
• Share knowledge with fellow staff members and support professional development.

Third-Tier Support Scope

This position is primarily focused on issues that exceed the capabilities of first- and second-tier helpdesk staff. The specialist works with network support services and software systems engineering and administration teams as needed to restore end user services, troubleshoot existing problems, and support operational request resolution. The role also includes recommending system and documentation modifications to enhance the user experience and acting as an escalation point for more complex issues.

Customer Service and Service Metrics

• Adhere to established service level metrics and deliver high-quality customer service.
• Provide timely follow-ups to end-users.
• Thoroughly document resolutions, communications, and progress notes in the ticket tracking system.
• Support ongoing modernization of Knowledge Base articles by recommending updates or corrections.

Documentation, SOP Updates, and Knowledge Sharing

The role includes maintaining comprehensive helpdesk documentation and updating the Standard Operating Procedures manual to reflect current practices. Knowledge Base improvements are a consistent team effort, and recommendations for KB updates or corrections are expected as part of the work.

Inventory and Asset Responsibilities

• Maintain accurate asset entry for comprehensive IT asset inventory, ensuring accountability and proper resource allocation.
• Perform periodic checks and audits of hardware assets, documenting status and verifying maintenance records.

Training and Development

• Participate in ongoing training sessions to stay current with the latest technologies and helpdesk support improvements.
• Share knowledge with other staff members and support professional development.

Required Qualifications

• Bachelor's degree
• Education equivalency: 4 years of experience
• Minimum 5 years of helpdesk support experience, including troubleshooting IT problems such as hardware/software, password, and printer issues
• Ability to obtain and maintain a Public Trust clearance

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits