Service Desk Specialist

Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for enhancing the end-user support capability of a Federal government customer with multiple office locations. The primary focus involves onsite resolution of Tier 2 and Tier 3 service requests, issues, and challenges. The candidate will provide tailored IT support, addressing specific IT challenges, escalate unresolved issues to specialized IT teams and track resolution progress, coordinate with other IT departments for hardware and software procurement, and train end-users on new enterprise systems and applications.

Core Responsibilities

• Working incident/service request tickets/emails, managing Service Desk queues, and answering incoming calls/walk-ins for IT Support
• Prioritize work/tasking of self and regular reporting on milestones and progress
• Providing skilled diplomatic professional in-person and remote IT support
• Performing physical device troubleshooting and support to include but not limited to; laptops and desktops multi-functional devices (MFDs), peripherals to include PIV/CAC readers, monitors, and external encrypted drives
• Supporting and troubleshooting mobile Android and iOS Devices
• Supporting and troubleshooting of various software technologies, to include but not limited to; Windows 11, Microsoft365 and NTIA enterprise applications, Azure Network file shares, and specialized science applications and software, Adobe creative cloud applications

Minimum Requirements

• Education: AA/AS degree (or equivalent).
• Experience: Minimum 3 years of service desk and/or helpdesk experience.
• Technical Proficiency:
  • Experience effectively communicating and solving end user issues on a variety of IT related technologies
• Certifications: While not mandatory, possession will have more weight in consideration.

Preferred Expertise

• Demonstrated success supporting Federal contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to escalate complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.