Help Desk Support Specialist

Provide remote technical support to external users who need access to government systems. You will guide users through identity and access setup, diagnose endpoint and sign-in problems, track incidents through resolution, and coordinate with engineering teams when issues require deeper investigation.

• Review support requests, identify the likely cause, and determine the next troubleshooting or resolution steps.
• Help users install and troubleshoot Okta Zero Trust tools and access workflows.
• Investigate endpoint issues involving operating system compatibility, browser configuration, and network restrictions.
• Work with development and engineering teams to document problems and support remediation.
• Communicate clearly with users about technical steps and access status.
• Maintain incident records, ticket updates, user guides, troubleshooting procedures, and other support documentation.

• A bachelor’s degree in IT, computer science, or a related field, or six additional years of relevant experience in place of the degree.
• At least three years of related experience.
• Strong analytical skills for isolating client device and access problems.
• Working knowledge of identity and access management, including multi-factor authentication and single sign-on.
• Experience using an IT service management or ticketing platform to manage incidents.
• Ability to write clear technical instructions and support documentation.
• U.S. citizenship without dual citizenship, and ability to pass a background investigation.

• CompTIA Security+, Network+, A+, or HDI Desktop Support Technician certification.
• Experience with Okta applications, Okta Verify, or zero trust endpoint tools.
• Government contracting support experience; familiarity with Windows or macOS administration, remote assistance, registry settings, or certificates.

• Fully remote, full-time role. The listed compensation range is $94,800–$157,200; final pay may vary based on location, experience, qualifications, and contract requirements.
• Benefits may include health and life insurance, paid time off, disability coverage, retirement savings, and learning and wellness programs.