IT Help Desk

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November 26

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Essnova Solutions, Inc.

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Government • Cybersecurity • Artificial Intelligence

Essnova Solutions, Inc. is a technology and professional services firm that provides IT solutions, value‑added reseller (VAR/ITVAR) services, geospatial and environmental solutions, staff augmentation and healthcare support, and digital citizen/customer experience services to federal, state & local governments, education, commercial, and healthcare clients. The company is a certified 8(a) and HUBZone small business with multiple GSA contracting vehicles and focuses on cloud migration, big data and AI, information and cybersecurity, program and project management, and end‑to‑end technology implementation and support.

11 - 50 employees

Founded 2005

🏛️ Government

🔒 Cybersecurity

🤖 Artificial Intelligence

📋 Description

• Provide Tier 1–2 technical support for inbound help desk calls and remote troubleshooting. • Diagnose and resolve issues related to Windows, Office 365, VPN, hardware, and common enterprise applications. • Document all work in the ticketing system (ServiceNow, Remedy, Jira, or similar). • Escalate complex issues to higher tier support when needed. • Conduct quality checks on call documentation and ticket resolution steps. • Identify efficiency gaps, recurring issues, and opportunities for workflow improvements. • Contribute to SOP creation, process documentation, and knowledge base articles. • Assist with process mapping for call flows and escalation paths. • Maintain SLA expectations and communicate clearly with end users. • Collaborate with leadership to streamline help desk operations.

🎯 Requirements

• U.S. Citizen (required) and able to obtain a CAC/Public Trust. • 3–5 years of experience in an IT Help Desk, Service Desk, or Technical Support role. • Experience resolving common Tier 1–2 issues (password resets, email, O365, VPN, device configuration). • Strong phone support skills; comfortable managing high-volume inbound calls. • Proficiency with at least one major ticketing system (ServiceNow, Remedy, Jira, Zendesk, etc.). • Experience with Active Directory (user provisioning, password resets). • Strong documentation skills and the ability to write clear KB articles or SOPs. • Experience with quality assurance, ticket audits, or workflow optimization. • Familiarity with process mapping tools (Visio, Lucidchart, Miro preferred). • Ability to work independently in a remote environment.

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) with company match • Paid time off + federal holidays • Fast-track growth in a high-accountability culture