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Help Desk Support Specialist III

Remote
  • Charlotte, North Carolina, United States
Operations

Job description

About NSTXL

The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, ensuring the development of better, cheaper, and faster defense capabilities. We offer a unique and simplified approach to rapidly develop, demonstrate, and assess prototypes that address a range of operational and installation needs, from individual Warfighter technology up to large-scale installation projects. NSTXL delivers technology to the Warfighter by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions.

Each of our OTAs is a distinct member-based not-for-profit with its own membership that is managed and serviced by NSTXL. Currently, our OTAs have more than 900 corporate, non-profit, educational, and financial institution members. For these members, NSTXL offers opportunities to bid on government contracts, education and training, and live/virtual forums on a wide variety of topics.


Job Description
Our Help Desk Support Specialist III plays a critical role in the organization by responding to end-user requests for technical assistance by phone, email, or ticketing system, along with supporting IT in as needed roles. This role involves handling & replying to IT tickets, incidents and reporting IT tickets, trends & data.

The Help Desk Support Specialist III is responsible for troubleshooting and resolving computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.

Responsibilities

  • Advanced Technical Support: Provide advanced technical assistance and troubleshooting for hardware & software issues to end-users via phone, email, chat, or via Teams meeting
  • Problem Resolution: Diagnose and resolve technical issues through research, testing, and collaboration with other IT teams and vendors.
  • User Training and Guidance: Provide training and guidance to end-users on the use of hardware, software, and IT systems to enhance user proficiency and productivity.
  • Documentation: Create and maintain detailed documentation of support procedures, troubleshooting steps, and solutions to facilitate knowledge sharing and improve support efficiency. All documentation to be uploaded to NSTXL Knowledge Base
  • Asset Management: Assist in maintaining an accurate inventory of IT assets, including computers, peripherals, software licenses, and warranties.
  • Continuous Improvement: Identify opportunities for process improvement and efficiency gains within the IT support function, contributing to the enhancement of service quality and user satisfaction. Collaborates with the rest of the IT department for improvements.
  • Supervisory experience: As the company grows, act as a supervisor to the help desk for lower positioned Help Desk Support Specialists. Serve as a point of escalation for unresolved issues from Help Desk Support I and II, effectively resolving complex technical problems in a timely manner. Will act as the day-to-day help desk individual until this time.
  • Assist IT team as needed for other projects / needs.


Location

Remote

Job requirements

Basic Qualifications

  • 3-5 Years of relatable Help Desk experience
  • Proficiency in Microsoft Office 365 Suite
  • Ability to work independently
  • Familiarity with Help Desk ticketing software
  • Proven track record of success in technical support roles

Preferred Skills/Experience

  • Bachelor’s Degree in Computer Science, Cyber Security, or related field
  • Comp TIA certification, or related certification
  • Supervisory experience

Travel 

Travel for this position is estimated at 10%


What We Offer

The National Security Technology Accelerator (NSTXL) harvests innovative technology from the commercial and non-defense marketplace, ensuring the development of better, cheaper, and faster defense capabilities. We offer a unique and simplified approach to rapidly develop, demonstrate, and assess prototypes that address a range of operational and installation needs, from individual Warfighter technology up to large-scale installation projects. NSTXL delivers technology to the Warfighter by serving as a one-stop shop to match government requirements with innovative private-sector and academic solutions.
We strive to be one of the best places to work in America. We offer competitive salary and benefits including flexible work hours, paid sick leave, work from home accommodations, a 401(k)-profit sharing plan, a wellness plan, floating holidays and much more.

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