Job Details
Help Desk Specialist I
2026-01-16 InstantServe LLC all cities,AK
Description:
- Experience working with remote access tools such as Splashtop or equivalent
- Help Desk Support shall include Windows, Macintosh, iOS and Android operating systems on NP government-issued devices and personal BYOD platforms
- Perform as the default technicians for all Tier 1 service calls
- Assign urgency and impact levels
- Elevate Tier 2 issues to NPS on-site technicians
- Collaborate with and, if necessary, transfer tickets to on-site ITACS staff for issues requiring elevation or in-person support
- Integrate with the current NPS call queuing system or propose an alternate solution
- Utilize remote access tools (i.e. Splash top or equivalent) to provide remediation of desktop issues
- Utilize the current NPS IT Service Management (ITSM) ticketing system, properly documenting the solution and including the ITSM component involved and machine asset number
- Track weekly metrics to include: the number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in NPS ITACS root cause analysis.
- Attend telephonic/Teams meetings as designated by COR/TPOC
- Make recommendations to implement changes to better support the NPS customer as appropriate
- Provide a weekly report of metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in NPS ITACS root cause analysis.