Help Desk Support Specialist - PSR Associates : Job Details

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.Help Desk Support SpecialistHybrid - Onsite TBD within DC Metro AreaStatement of Work:The Program Manager (PM), Logistics Integrated Information Solutions (LI2S) requires Post Deployment System Support (PDSS) services in support of a federal logistics enterprise system. The mission is to maintain and deliver state-of-the-art systems that enable operational readiness and high performance.Task Description

In this role, the Help Desk Support Specialist Journeyman will:

• Respond to and resolve end-user technical support requests regarding system access, performance, and functionality

• Use procedures and knowledge bases to troubleshoot or escalate to Tier 2/3

• Document all support activity in the ticketing system; resolve issues in accordance with SLAs

• Support onboarding tasks: account setup, password resets, user configurations

• Work with GOC, interface, and audit teams to ensure accurate tracking and resolution

• Provide user guidance on IT best practices to minimize recurring issues

Required Qualifications

• Bachelor s degree in IT, Computer Science, or a related field

• 4 6 years of experience in IT service desk or technical support

• Experience handling end-user requests via phone, email, or ticketing systems in enterprise environments

• Skilled in troubleshooting issues related to user access, performance, software, and hardware

• Familiar with ITIL-based service tools (e.g., ServiceNow, Remedy)

• Capable of documenting and resolving incidents under SLAs

• Strong communication and customer service skills

• Proficiency in Microsoft Excel and Word

• Familiarity with Rational Clearquest and ClearCase

• Understanding of CMMi Level 3 environments

• Excellent verbal and written communication

Nice to Have Skills

• Experience with DoD systems or secure federal environments

• Familiarity with GCSS-MC or Oracle-based ERP platforms

• Understanding of audit compliance and documentation standards

• Experience supporting Tier 1 & 2 operations in a 24/7 environment

• Knowledge of Active Directory and account management

• Experience with data integrity and interface troubleshooting

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***