Help Desk Support Specialist

Description

Job Title: Help Desk Support Specialist I

Department: Operations – Services

Reports To: Raven Tek Program Manager

Location: Norfolk, VA

Schedule: Monday – Friday

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret level

The Help Desk Specialist provides front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as the initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports the mission by delivering reliable, professional IT support services that enable mission-critical operations and maintain high customer satisfaction.

The performance of this position is key to Raven Tek's performance on the contract, and therefore Raven Tek's mission to support the customer.

• Serve as the initial point of contact for end-user technical support requests via phone, email, or chat.
• Troubleshoot and resolve basic hardware, software, system, device, access, and performance issues.
• Support installation, configuration, and upgrades of software and hardware.
• Set up user profiles, manage user access, and perform password resets.
• Utilize product documentation, knowledge bases, and solution databases to research and resolve issues.
• Advise users on best practices to prevent recurring technical problems.
• Document incidents, resolutions, and support activities using help desk ticketing systems.
• Escalate unresolved or complex issues to appropriate technical teams or higher support tiers.
• Support both legacy applications and modern web-based applications across multiple operating systems.
• Fulfill service level agreements for response time, resolution quality, and documentation accuracy.
• Maintain accurate and complete records of all support activities.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required.
• Monitor Raven Tek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Travel up to 10% may be required.
• Other duties as assigned.

• Strong customer service orientation and professional demeanor.
• Basic understanding of computer systems, applications, and operating systems.
• Knowledge of Windows operating systems.
• Familiarity with help desk tools, ticketing systems, and troubleshooting procedures.
• Understanding of IT security best practices.
• Effective verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Attention to detail and documentation accuracy.
• Ability to work effectively both independently and as part of a team.
• Willingness and ability to learn new technologies and processes.

• High school diploma or equivalent required.
• Up to 2 years of technical experience required.

• CompTIA A+ certification, preferred.
• HDI certification, preferred.
• Other relevant IT support certifications, preferred.

• Must be able to obtain and maintain Secret level clearance.

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations,…