Job Details

HELP DESK SUPPORT

WHO WE ARE:

At HHS Tech Group (HTG), our work matters, and each of us makes a difference in the lives of people every day.

HTG is a leader in the development and delivery of innovative, purpose-built modular software and technology solutions to clients in the commercial and government sectors.

WHAT WE DO:

HHS Tech Group creates innovative, purpose-built technology products and solutions, resulting in value and positive, quantifiable impact for our clients and the people they serve.

Our people bring our software to life through collaborative relationships with our clients, working as a team, helping to solve complex problems that create positive personal and community impact for the people our clients serve.

Each day, our software products and our people are making a difference.

OUR PEOPLE MATTER MOST:

Improving the lives of others and making an impact daily is no simple task. We are

dedicated to our team's professional and personal growth and well-being.

Join us!

WHO WE ARE HIRING: Help Desk Support

Who we need:

HHS Technology Group is seeking qualified applicants for the position of Helpdesk Support role. This is a full-time salaried position with full benefits and work will be remote. Candidates MUST be flexible to travel as needed, in "as needed" circumstances.

Candidates must be legally authorized to work in the US.

What you will do:

The responsibilities include, but are not limited to, taking care of our internal and external stakeholders by executing on security, quality, cost, productivity, profitability objectives. The candidate will be responsible for handling multiple tasks at any given time; acclimating to change easily; dealing with the unexpected. Security is the most important part of all jobs within; therefore, candidates must be able to demonstrate the ability to initiate, lead, and uphold safety policies, practices, procedures, and housekeeping standards, always.

Responsibilities:

• Takes ownership of issues reported to the team through email, phone, chat, etc. and sees them through until resolved or passed on to another team.
• Show the ability to work with little direct supervision.
• Effectively communicate with both IT professionals and end users.
• Possess troubleshooting skills to determine root causes of issues.
• Provides support for end users as well as local IT technicians.
• Trouble shooting error messages or improper results and assisting with providing correct procedures for using software properly.
• Provides timely status updates and follow up information to the teammates who report the issues.
• Solve routine to moderately complex support issues with initiative, sound judgement, attention to detail, process orientation, clear communication when escalating and exceptional customer service.
• Develop expertise with in-house application to perform issues identification, verification, diagnosis, and troubleshooting to drive business efficiencies.
• Collaboration with teammates across the organization, as well as external customers.

Minimum Requirements:

• Bachelor's Degree, preferable in Computer Sciences.
• 5 years of experience supporting and configuration of Microsoft Office 365.
• 5 years of experience with Customer Support or Helpdesk experience.
• 5 years of experience in software support.
• Experience troubleshooting hardware.
• Experience in incident documentation and resolution.

Preferred Requirements:

• Experience with Service Desk solutions.
• Experience with Intune.
• Proven ability to actively communicate across different mediums including email, phone, instant messaging.
• Ability to be responsive, responsible and flexible in a fast-paced environment.
• Proven team player with excellent customer service, interpersonal, and communication skills with absolute dedication of taking care of our customers.
• Demonstrated self-motivation, taking initiative, and searching for continual improvement in processes without direction from supervisor.
• Demonstrated excellent organizational and time management skills.
• Experience interacting with internal and external clients.
• Demonstrated proactive and positive problem solving; demonstrated analytical and troubleshooting skills with limited or no supervision through excellent organizational and time management skills.
• Willingness to strive for personal growth, learning and development.
• Certification in CompTIA A+, Microsoft, AWS or others a plus.

The use of artificial intelligence or an LLM such as chat GPT during the interview process will be grounds for rejection of your application. Thank you for your cooperation.

Applicants for employment in the US must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the United States.

EEO Statement

HHS Technology Group is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

HTG Pay Transparency

At HHS Technology Group (HTG) compensation is based on many factors including but not limited to a candidate's education, training, industry specific experience, technological background, personal skills, expected quality and quantity of work, external market and internal value analysis including seniority and merit systems, as well as internal pay structure and internal tier alignment. Annual salary is just one aspect of HTG's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, HTG provides a generous package of benefits to employees, including comprehensive health insurance coverage, life and disability insurance, a retirement savings plan with 6% match, an emergency savings plan with matching, unlimited paid holidays, and paid time off, and educational reimbursement. Compensation ranges may differ based on these factors but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. HTG complies with regulatory minimum wage rates and exempt salary thresholds in all instances.