Senior Help Desk Specialist

New

Skills

Cybersecurity Data Modeling Documentation

Join eSimplicity as a Senior Help Desk Support Specialist IV and play a vital role in delivering exceptional technical assistance to end-users within a mission-driven, innovative federal IT environment. You will independently resolve complex technical issues, contribute to data management strategies, and support digital transformation initiatives that improve healthcare, telecommunications, and cybersecurity for millions nationwide.

Job Overview

This position is responsible for providing advanced technical support, troubleshooting a wide range of hardware, software, and application issues, and collaborating with cross-functional teams to optimize IT operations. You will ensure high customer satisfaction and operational excellence, while also supporting onboarding and maintaining robust data environments.

Key Responsibilities
  • Respond to end-user technical assistance requests via phone, email, and ticketing systems
  • Troubleshoot and resolve complex hardware, software, and performance issues independently
  • Document all troubleshooting steps, ticket statuses, and final resolutions in case management systems
  • Create user support documents, training guides, and best practice documentation
  • Support onboarding tasks, including software installations and device setup
  • Collaborate with engineering teams to stay updated on product changes and system architectures
  • Participate in data strategy documentation, including data modeling and security policies
  • Optimize data models and analyze access patterns for improved operational efficiency
  • Track and report on data quality, lineage, and metadata using data catalog tools
  • Contribute to the review and improvement of data governance and operational procedures
Required Skills & Qualifications
  • 5–7 years of customer-facing technical support experience
  • Proficient in troubleshooting and resolving diverse IT issues
  • Experience with documenting technical processes and resolutions
  • Strong analytical, problem-solving, and communication skills
  • Familiarity with AWS data environments and data governance best practices
  • Ability to work independently and adhere to SLAs
  • Experience in healthcare IT, cybersecurity, or telecommunications is a plus
  • Skilled in using case management and data catalog tools
  • Ability to create effective user training and support documentation
  • Demonstrated commitment to continuous innovation and process improvement

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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