IT Help Desk Specialist

Company: Hendall Inc
Location: Rockville
Posted on: February 16, 2026

Job Description:

Job Description Job Description OVERVIEW The Help Desk Specialist provides Tier 1 technical support for web-based training platforms and online systems. This role serves as the first point of contact for user inquiries, technical issues, and access requests, ensuring timely resolution and high-quality customer service. The ideal candidate is customer-focused, technically proficient, and comfortable managing multiple support requests in a structured, ticket-driven environment while collaborating with development and project teams. DUTIES Provide Tier 1 help desk support for web-based training platforms and online applications Respond to user inquiries, troubleshoot issues, and provide clear guidance related to system access, registration, and course usage Manage, document, and track support tickets using an established ticketing system, ensuring issues are resolved or escalated appropriately Analyze reported issues to determine root causes and support timely resolution or escalation to senior technical staff Track assigned tickets and cases to completion, providing status updates as needed Assist users via phone, email, and remote desktop tools while maintaining a professional and customer-focused approach Collaborate with development and project teams to support system requirements, testing, and validation of website functionality Support development and maintenance of training-related materials, including user guides, manuals, and presentation content Execute system reports and provide data or summaries to support operational or project needs Work under the guidance of senior staff to resolve more complex technical or system issues Take ownership of assigned tasks or support initiatives, communicating progress and completing work within established timelines Actively communicate availability and workload status to management to support effective resource planning Follow established support processes, documentation standards, and service-level expectations Perform other duties as assigned in support of project and business needs MINIMUM QUALIFICATIONS A minimum of three years Help Desk/Customer Service experience Ability to work alternate hours when needed Ability to work independently A minimum of one-year experience with ServiceNow software Strong analytical and problem-solving skills Good listening and communication skills Comprehensive understanding of how a help desk operates and functions Creative problem-solving skills Working knowledge of online systems Ability to learn quickly, work well under pressure, and meet tight deadlines PREFERRED QUALIFICATIONS College degree preferably in an Information Technology field A minimum of five years Help Desk/Customer Service experience A professional attitude and excellent customer service skills Prior experience working in a health-care environment with health-care related applications Salary Range: $60,000 to $70,000 per year For a complete listing of benefits, please visit our careers page at www.hendall.com/careers Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Keywords: Hendall Inc, Aspen Hill , IT Help Desk Specialist, IT / Software / Systems , Rockville, Maryland