Senior Help Desk Specialist

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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A Square Group (ASG)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

A Square Group (ASG) is a company that provides a wide range of technical and innovative solutions aimed at optimizing performance, reducing costs, and streamlining operations. ASG specializes in areas such as DevSecOps, data science, cybersecurity, and healthcare IT solutions, with a focus on cloud solutions and accessibility compliance. They leverage cutting-edge analytics, artificial intelligence, and machine learning to drive strategic decisions and provide exceptional cybersecurity and cloud solutions. ASG is committed to excellence in service delivery, evidenced by their achievements like Capability Maturity Model Integration (CMMI) Level 3 certification and partnerships with major organizations like the Veterans Administration and CDC. Their solutions cater to the healthcare industry, government contracts, and aim to enhance user experiences and data integrity.

📋 Description

• Handle complex Tier 2 and Tier 3 tickets, including cross-platform issues and system-level troubleshooting • Serve as a technical resource for Tier 1 and Tier 2 Specialists • Provide day-to-day continuity for the Help Desk team when the Help Desk Manager is unavailable • Route urgent items appropriately and keep work moving • Support the Help Desk Manager in triaging escalations and identifying ticket-volume trends • Perform Drupal-based website development and configuration changes • Support content publishing and workflow progression through the content management system • Assist with testing new installations, upgrades, and patches across supported platforms and shared tooling • Deliver weekly “Slack 101” orientation training for new CMS resources • Maintain and update training and support materials • Mentor newer Help Desk Specialists • Provide user support for login issues, permissions, platform functionality, and web standards/policy guidance • Support new-user request intake and platform access processes • Maintain and update Help Desk SOPs, process documentation, and the knowledge base • Develop and organize FAQs and user aids • Collaborate with Client Technical Teams, Program support staff, and other contractors • Perform other duties as assigned

🎯 Requirements

• 5-7+ years of Help Desk or IT support experience in an enterprise or government environment • Demonstrated depth of platform knowledge and Tier 2/3 troubleshooting ability, ideally in an enterprise web content management environment • Hands-on experience with Drupal website development and content/configuration changes • Experience delivering training or onboarding support to new users • Strong written and verbal communication skills • Experience developing and maintaining SOPs, training materials, and knowledge base content • Ability to obtain and maintain public trust background investigation/clearance per client requirements • Working knowledge of Drupal and DKAN • Working knowledge of Enterprise GitHub • Working knowledge of Confluence, Jira, Enterprise Slack, Mural, and Grafana • Working knowledge of Adobe Analytics, Datadog, NewRelic, SonarQube, and VictorOps • Working knowledge of MiniOrange (SSO) and OKTA • Working knowledge of GovDelivery • Working knowledge of Qualtrics

🏖️ Benefits

• Healthcare Benefits • Life Disability • Paid Time Off • 401k Matching • Employee Referral Bonus • Education Assistance • Learning and Development resources