Help Desk Support Specialist

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 8 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do
In this role, you will provide help desk support to a large-scale DevSecOps development organization, specifically focused on DevSecOps tools. Under the guidance of a customer success team lead, you will triage and resolve Tier I and II help desk tickets and collaborate with your team lead to escalate Tier III and IV tickets as needed. As a key team member, you will initiate customer support workflows and ensure compliance with Help Desk response time SLAs. You will also be expected to expand your knowledge of supported DevSecOps tools and the organization's policies and procedures, enabling you to improve response times, resolution times, and the overall customer experience.

Primary Responsibilities:

• Prior experience supporting a centralized help desk serving multiple project teams.
• Proficiency in troubleshooting hardware and software issues across various platforms and DevSecOps tools.
• Ability to follow and recommend updates to Help Desk job aids, knowledge base articles, or other reference guides.
• Familiarity with ticketing systems and remote support tools.
• Excellent verbal and written communication skills to facilitate clear and effective problem-solving discussions.
• Strong teamwork skills with the ability to collaborate effectively within a team environment.
• Capability to manage multiple tickets, meet SLAs, and escalate issues as necessary.

• Bachelor's degree and 2+ years of relevant experience (or equivalent experience in lieu of a degree).
• Ability to obtain a Public Trust clearance.
• Availability to work standard help desk hours, Monday through Friday, 8:00 AM to 8:00 PM Eastern Time. Work hours will consist of eight-hour shifts, either from 8:00 AM to 4:00 PM Eastern or 12:00 PM to 8:00 PM Eastern.

Desired Qualifications:

• Experience working in federal contracting.

Why IronArch Technology?

• Awarded Best Place to Work 8 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
• 20 days of PTO accumulated per calendar year
• 11 paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimbursement
• Health club reimbursement
• Matching donation program and annual philanthropic activities
• Pet insurance
• And more!

Apply today to learn why IronArch Technology has been recognized as "Best Place to Work" for 8 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.