Tier III Help Desk Support Specialist

3 hours ago


Rockville, Maryland, United States Dynamic Solutions Technology LLC Full time

At Dynamic Solutions Technology LLC, we are seeking a highly skilled Tier III Help Desk Support Specialist to join our team in Washington, DC. This is an exempt position offering remote flexibility.

About the Job

This role involves providing first-tier support, technical and problem resolution support, and delivering superior customer experiences in a mission-driven organization.

  • Responsible for troubleshooting and resolving issues with various hardware devices, software applications, and network systems.
  • Handles user support tickets via phone, email, or IT support ticketing platforms.
  • Ensures compliance with government policies, procedures, and timelines for ticket escalation and resolution.
Key Responsibilities:

We are looking for a skilled professional who can assist end-users, troubleshoot issues, ask probing questions, listen, and record data, capture details, and actions performed in all customer tickets.

  • Resolve issues using knowledge bases, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer information.
  • Provide customer follow-up support for open, outstanding support requests and strive for timely resolutions.
  • Contributes knowledge and updated information to maintain desktop support standard operating procedures (SOPs) and training manuals.

We offer a competitive salary of $65,000 - $75,000 per year, depending on experience, and excellent benefits package.


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