Help Desk Specialist (remote - US) - Remote Eligible

Help Desk Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Help Desk Specialist in the United States.

We are seeking a skilled Help Desk Specialist to join a dynamic, fully remote team supporting mission-critical applications for government clients. This role provides the first line of technical support across multiple channels, ensuring timely and professional resolution of inquiries and technical issues. The ideal candidate thrives in a fast-paced, Agile environment, collaborates closely with development teams, and contributes to continuous improvement initiatives. You will have the opportunity to troubleshoot, test, and validate new features while maintaining high standards of customer service. This position offers a structured yet flexible work environment, where your technical expertise and problem-solving skills will directly impact the efficiency and satisfaction of end users.

Accountabilities

• Provide Tier I, II, and III multi-channel Help Desk support for users and stakeholders.
• Troubleshoot bugs, defects, and technical issues in support of application development.
• Participate in Agile ceremonies such as daily stand-ups and sprint reviews with Scrum teams.
• Triage, prioritize, and escalate requests to leadership when necessary.
• Test and validate user stories, tasks, and bug fixes to ensure requirements are met.
• Develop, update, and maintain documentation, Standard Operating Procedures, and reports.
• Support knowledge management initiatives and contribute to process improvement efforts.
• Respond to stakeholder inquiries promptly and professionally, ensuring high satisfaction.