Documentation Specialist at ResolveSoft Inc – WASH DC, District of Columbia

Job Description: Help Desk Specialist

Position Type: Full-time, Key Personnel

Location: BEA Headquarters – Suitland, MD (with support as needed at Bowie Computer Center, and remote support for BEA users)

Clearance/Eligibility: Must meet federal credentialing and security requirements

Overview

The Help Desk Specialist is designated as Key Personnel supporting the Bureau of Economic Analysis (BEA), Department of Commerce. This role serves as a primary Tier 1 and Tier 2 IT support resource, responsible for delivering responsive and professional end-user support services across BEA’s IT infrastructure. The Help Desk Specialist will resolve user issues, manage IT assets, and provide direct technical support to ensure continuity of BEA’s mission-critical operations.

Key Responsibilities

IT Customer Support

• Serve as primary Tier 1 and Tier 2 help desk support for BEA users.
• Respond to and resolve daily help desk tickets in a timely manner, escalating when required.
• Provide direct customer support, including desk-side assistance and remote troubleshooting.
• Deliver hands-on support for hardware, software, connectivity, and security-related issues.

Hardware & Software Administration

• Install, configure, and decommission desktop computers, laptops, printers, scanners, and peripherals.
• Manage imaging and configuration of BEA laptops and mobile devices.
• Provide conference room audio/visual setup and troubleshooting.
• Perform workstation vulnerability remediations and assist with patch deployments.

IT Asset & Inventory Management

• Track and maintain inventory of computers, peripherals, and IT assets in storage.
• Support equipment moves and ensure proper sanitization of hard drives before disposal.
• Package and ship IT equipment to remote BEA users as needed.

Documentation & Knowledgebase

• Maintain accurate records of support activities, resolutions, and asset availability.
• Create and update knowledgebase articles to improve help desk efficiency.
• Support IT operations documentation for compliance with BEA and federal policies.

Collaboration & Communication

• Work closely with BEA’s Office of Customer Support staff to resolve complex issues.
• Provide timely updates on ticket progress and communicate effectively with end users.
• Assist in maintaining operational readiness across BEA’s 500+ end users, including executive staff.

Required Qualifications

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent technical training.
• Minimum 5 years of hands-on help desk experience supporting enterprise or federal environments.
• Strong expertise in:
• Microsoft 365 productivity suite
• Windows desktop operating systems
• Printer and peripheral troubleshooting
• Remote access and connectivity troubleshooting (VPN, Wi-Fi, wired connections).
• Experience with ServiceNow or similar IT Service Management platforms.
• Excellent problem-solving, communication, and customer service skills.

Desired Qualifications

• Experience supporting federal agencies or large-scale data-driven organizations.
• Familiarity with SCCM, InTune, PDQ, and endpoint management tools.
• Understanding of federal IT security mandates and vulnerability remediation practices.
• Experience with audio/visual conferencing tools in enterprise settings.

Performance Expectations

• Maintain a 95%+ ticket resolution rate within established SLAs.
• Provide responsive support to executive-level staff and remote personnel.
• Ensure accurate tracking of IT assets and inventory.
• Deliver clear, consistent documentation for recurring issues and solutions.

EQUAL EMPLOYMENT OPPORTUNITY

ResolveSoft, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or protected veteran status.

E-Verify:

ResolveSoft, Inc. participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.