Help Desk Support Specialist

Role overview Provide remote technical support to external users who need access to government systems. You will guide users through identity and access setup, diagnose endpoint and sign-in problems, track incidents through resolution, and coordinate with engineering teams when issues require deeper investigation.

Responsibilities - Review support requests, identify the likely cause, and determine the next troubleshooting or resolution steps. - Help users install and troubleshoot Okta Zero Trust tools and access workflows. - Investigate endpoint issues involving operating system compatibility, browser configuration, and network restrictions. - Work with development and engineering teams to document problems and support remediation. - Communicate clearly with users about technical steps and access status. - Maintain incident records, ticket updates, user guides, troubleshooting procedures, and other support documentation.

Requirements - A bachelor’s degree in IT, computer science, or a related field, or six additional years of relevant experience in place of the degree. - At least three years of related experience. - Strong analytical skills for isolating client device and access problems. - Working knowledge of identity and access management, including multi-factor authentication and single sign-on. - Experience using an IT service management or ticketing platform to manage incidents. - Ability to write clear technical instructions and support documentation. - U.S. citizenship without dual citizenship, and ability to pass a background investigation.

Nice to have - CompTIA Security+, Network+, A+, or HDI Desktop Support Technician certification. - Experience with Okta applications, Okta Verify, or zero trust endpoint tools. - Government contracting support experience; familiarity with Windows or macOS administration, remote assistance, registry settings, or certificates.

Benefits and work setup - Fully remote, full-time role. The listed compensation range is $94,800–$157,200; final pay may vary based on location, experience, qualifications, and contract requirements. - Benefits may include health and life insurance, paid time off, disability coverage, retirement savings, and learning and wellness programs.