IT Help Desk Engineer (Mid)/(Junior)-Remote

Bachelor’s degree in business, IT, or any related field. 1+ years of relevant work experience supporting complex projects. Experience or capability with ticketing systems like ServiceNow and Salesforce. Excellent verbal, written, and interpersonal communication skills. Highly motivated, organized, with strong time management and attention to detail. Proficiency in Microsoft Office and ability to learn new software and systems. Critical thinking, analytical, and problem-solving skills.

Provide excellent customer service in a timely and efficient manner. Respond quickly and accurately to incoming support requests from customers and urgent emails as prioritized by Government. Leverage a full suite of support and automation tools to resolve issues and requests. Anticipate customer needs and gather necessary information before responding. Troubleshoot application-related issues and guide users through steps as needed. Generate clear and concise responses, with visuals if necessary. Define and create repeatable scripts/templates for commonly requested questions. Maintain a list of troubleshooting steps for common issues and augment as needed. Proactively communicate progress, concerns, and issues to leaders and stakeholders. Monitor systems, networks, and server performance to resolve potential issues. Attend status meetings and discuss updates.