help desk support specialist

Artemis ARC

<div>Requisition ID: 2026-4120 Job Summary:
<p><b>
1099 (Hourly) Position; Temporary Hire (Duration: 21 weeks)</b></p><div></div><div><br>
Artemis ARC is seeking compassionate and reliable <b>Help Desk Support Specialists</b> to support the Veterans Health Administration (VHA) in administering a national Veteran survey to inform VHA priorities and healthcare services. The Survey of (Veteran) Enrollees supported by this vital Help Desk function represents a critical component of VHA&rsquo;s commitment to Veteran safety and access, providing direct and personalized telephone and email support to assist Veterans in understanding and completing the survey.</div><div></div><div><br>
Help Desk Support Specialists serve as the primary points of contact for Veterans with questions, technical needs, or concerns related to the survey process. Staff members follow VA-approved scripts, document all interactions in a Survey Management System (SMS), and apply established protocols to respond to questions or concerns outside of the focus on the Survey of Enrollees and/or should there be outreach from emotionally distressed Veterans. Through respectful, Veteran-centered engagement, Help Desk staff help to ensure Veterans who access the Help Desk feel supported, safe, and heard throughout their interactions in addition to advancing VA&rsquo;s mission by encouraging Veterans to respond to the survey to share their healthcare needs and preferences.</div>
Primary Responsibilities:
<div><b>
Help Desk Operations and Veteran Support</b></div><ul><li>
Provide toll-free telephone and email support to Veterans during scheduled Help Desk hours of 9:00 AM &ndash; 9:00 PM ET, Monday-Friday, with responsiveness to after-hours voicemail and Interactive Voice Response (IVR) inquiries, as routed to the Help Desk.</li><li>
Assist Veterans to understand the purpose of the survey, navigate survey materials, and complete the survey using available modes of completion.</li><li>
Communicate clearly and consistently using VA-approved Help Desk scripts and operational guidance.</li></ul><div><b>
Call Handling, Documentation, and Quality Control</b></div><ul><li>
Accurately log all contacts, dispositions, and resolutions in accordance with quality control and reporting requirements.</li><li>
Classify inquiries appropriately to support tracking, reporting, and continuous improvement.</li><li>
Follow established escalation and resolution procedures when issues cannot be resolved at first contact.</li></ul><div><b>
Distressed Veteran Response (Tiered Protocol)</b></div><ul><li>
Recognize indicators of emotional distress, including agitation, concerning statements, or key words and phrases.</li><li>
As appliable, apply the VHA-approved Distressed Veteran Process, categorizing distress as mild, moderate, or severe and taking appropriate action:</li><li><ul><li>
Mild Distress: Practice active listening and empathy; de-escalate when possible; document the interaction.</li><li>
Moderate Distress: Provide Veterans Crisis Line (VCL) information, offer a warm transfer, and ensure the interaction is documented for reporting.</li><li>
Severe Distress: Initiate an immediate warm transfer to the VCL, remain on the line until transfer is complete, and follow all escalation instructions.</li></ul></li><li>
Maintain professionalism, empathy, and calm communication while prioritizing Veteran safety and dignity.</li></ul><div><b>
Training and Operational Readiness</b></div><ul><li>
Complete all required initial and refresher training, including Help Desk workflows, use of applicable call and interaction tracking systems, VA-approved scripts, and distressed Veteran response protocols.</li><li>
Participate in training, potentially including role-playing exercises and facilitated discussions, designed to build confidence and consistency in Veteran interactions.</li><li>
Support surge operations during peak survey periods while maintaining service quality standards.</li></ul>
Minimum Qualifications:
<ul><li>High school diploma or equivalent required.</li><li>
Minimum of 2 years of experience in customer service, call center support, help desk operations, or a Veteran-facing service environment.</li><li>
Excellent verbal and written communication skills and strong interpersonal skills.</li><li>
Ability to follow scripts, protocols, and documentation requirements with accuracy and attention to detail.</li><li>
Basic computer proficiency, including use of web-based systems.</li><li>
Ability to pass required background checks.</li></ul>
Desired Qualifications:
<ul><li>U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers.</li><li>
Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations.</li></ul></div>

Help Desk Support Specialist (Veteran Survey Operations)

Select Medical

<div>Overview:
<div><b><i>
Select Medical</i></b></div><div><b><i>
Support Specialist / Technical Help Desk</i></b></div><div><b>
Monday - Friday; 8 am - 5 pm</b></div><div></div><div><b><br>
ON-SITE </b><b>position in Mechanicsburg, PA</b></div><div></div><div><b><br>
***$21.00 - starting hourly rate***</b></div><div></div><div><b><br>
Why work for Select?</b></div><div>
We are committed to your growth and success!</div><ul><li>Career Advancement opportunities</li><li>Competitive pay, benefits, and PTO</li><li>Eligible for referral bonuses</li><li>Thorough orientation program</li><li>Team-oriented environment</li><li>Hands-on training to help desk</li></ul><div></div><div><br>
The Support Specialist is responsible for delivering quality customer service by providing a single point of contact to report problems, make inquiries, and assist whenever possible in the resolution of problems reported to the IS Help Desk. This position is primarily responsible for assuring that all calls are answered in a timely manner and that problems are logged and assigned to an available Help Desk staff member for resolution. The Support Specialist I reports to the Help Desk Manager. The Support Specialist I is challenged with handling the interaction with users and their problems in a courteous, patient, informative, and timely manner in order to ensure a superior level of customer service. It is important for the specialist to understand and engage the proper rules for problem resolution and escalation.</div>
Responsibilities:
<ul><li>Ensure customer satisfaction by responding in a timely manner to all issues reported to the Help Desk. This support includes, but is not limited to, computer or peripheral hardware and software, network connectivity issues, as well as any systems in use.</li><li>
Ensure that all issues are logged promptly and accurately with detailed up-to-date information.</li><li>
Ensure timely escalation of customer problems by documenting the impact to the customer by assigning an appropriate priority and resolution target. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
</li><li>Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current.
</li><li>Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with the Help Desk Manager and execute accordingly.
</li><li>Participate in relevant information-sharing activities.</li><li>
Monitor and report on any security violations related to the unwarranted access to corporate data.</li><li>
Ensure that all problems are resolved in a timely and efficient manner.</li><li>
Help build team spirit by assisting other staff members and promoting a positive workplace.</li><li>
Maintain awareness of the rapidly changing environment and recommend cost efficient techniques.</li><li>
Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.</li><li>
Support the mission and direction of Select Medical, both within the Information Services department and throughout the corporation.</li><li>
Complete any activities, tasks, and projects assigned.</li></ul>
Qualifications:
<p><b>
Required:</b></p><ul><li>
Associates Degree or actively enrolled in an Associates Program</li><li>
Ability to work posted shift</li></ul><p><b>
Preferred:</b></p><ul><li>
Superior customer service skills</li><li>
Computer Skills<ul><li>
Understanding of operating systems such as Windows and OS X/iOS</li><li>
PC hardware and peripheral experience</li></ul></li><li>
Good interpersonal skills including: face-to-face, verbal, electronic, and telephonic.</li><li>
Professional Skills:<ul><li>
Accuracy and attention to Detail</li><li>
Personal sense of urgency</li><li>
Excellent analytical and problem solving skills are essential.</li><li>
Organized</li><li>
Good time management skills in order to meet deadlines.</li><li>
Ability to multitask and adapt to changing business priorities</li><li>
Ability to work independently and as part of team to reach a mutually established goals.</li></ul></li><li>
Flexible and open to change.</li><li>
Previous experience in metrics based role, where production/quality standards are upheld.</li></ul>
Additional Data:
<div>
For more information, visit selectmedical.com or https://youtube.com/SelectMedicalTV.</div><div>
Select Medical strives to provide our employees with a solid work-life balance, as we understand that happy employees have both fulfilling careers and fulfilling lives beyond our doors.</div><ul><li>
An extensive and thorough paid orientation program.</li><li>
Paid Time Off (PTO) and Extended Illness Days (EID).</li><li>
Health, Dental, and Vision Insurance; Life insurance; Prescription coverage.</li><li>
A 401(k) retirement plan with a company match.</li></ul><div><b><i>
&ldquo;Equal Opportunity Employer/including Disabled/Veterans.&ldquo;</i></b></div></div>

IT Support Specialist / Technical Help Desk

General Dynamics Information Technology

<p></p><div><div><div><p>Your Impact</p><p>
Own your opportunity to serve as a critical component of our nation&rsquo;s safety and security. Make an impact by using your expertise to protect our country from threats.</p><p>
Job Description</p><div><p>
GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard.</p><p></p><p>
The work shift is Wednesday - Sunday, 3:00pm -1130pm and candidate must be onsite</p><p></p><p>
The work location is near Gallery Place Metro station or Metro Center in Washington, DC.</p><p></p><p>
 HOW JOB TITLE WILL MAKE AN IMPACT</p><ul><li>
The Help Desk Specialist will: Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.</li></ul><p></p><p>
 WHAT YOU&rsquo;LL NEED TO SUCCEED</p><ul><li>
The applicant must have a technical background</li><li>
Experience working on service desk teams supporting IT services (Desired)</li><li>
Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc&hellip; (Desired)</li><li>
The ability to resolve technical and other types of issues with little oversight</li><li>
Strong oral and written communications skills</li><li>
Technical certifications (Desired)</li><li>
3 years relevant experience with an Associates degree or in lieu of a degree is acceptable</li><li>
Technical degree preferred</li><li>
Contract requires US Citizenship and the candidate must be able to obtain a public trust.</li></ul><p></p><p>
GDIT IS YOUR PLACE:</p><ul><li>
401K with company match</li><li>
Comprehensive health and wellness packages</li><li>
Internal mobility team dedicated to helping you own your career</li><li>
Professional growth opportunities including paid education and certifications</li><li>
Cutting-edge technology you can learn from</li><li>
Rest and recharge with paid vacation and holidays</li></ul><p></p>
</div></div><div><div><div><p>Work Requirements</p></div></div><div></div><div><div>
Years of Experience<div>
4 + years of related experience</div><ul><li>may vary based on technical training, certification(s), <i>or</i> degree</li></ul></div><div></div><div>
Certification<p>
Azure Fundamentals (AZ-900) - Microsoft - Microsoft</p><p>
CompTIA - Security+ - CompTIA - CompTIA</p><p>
ITIL Foundation - ITIL - ITIL</p></div><div></div><div>
Travel Required<div>
None</div></div><div></div><div>
Citizenship<div>
U.S. Citizenship Required</div></div></div></div></div><div><p>
Salary and Benefit Information</p><div>
The likely hourly rate for this position is between $25.63 - $28.75. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.<br>
View information about benefits and our total rewards program.</div><p>
About Our Work</p><div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div><i>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></div></div></div>

Help Desk Technical Support - Shift Wednesday - Sunday, 3:00pm -11:30pm- US Citizenship required

Las Vegas-Clark County Library District

<div>Overview:
<div>
The award-winning Las Vegas-Clark County Library District is currently hiring for an IT Service Desk Specialist with the IT Department.</div><div></div><div><b><br>
General Summary:</b></div><div>
Under the general direction of the Library District's IT Service Desk Manager, the Service Desk Specialist provides first-line technical support to staff across the Las Vegas-Clark County Library District. This role is responsible for resolving hardware, software, and network issues efficiently, delivering high-quality customer service, and ensuring optimal functionality of IT systems.</div><div></div><p><b><br>
Description of Hours and Wages</b><b>:</b></p><p>
The pay range for this position is $30.95 to $41.47 per hour. Pay typically begins at the minimum of the pay range, and employees are eligible for annual merit and COLA increases per District policy.</p><p></p><p><br>
This is a full-time, 40 hours per week, FLSA non-exempt position.</p><p></p><p><b><br>
Application Deadline</b><b>:</b></p><p>
The application deadline for this position is 11:59 p.m. on Monday, March 2, 2026. To be considered for this position, applications must be submitted prior to this deadline.</p><p></p><p><i><br>
We anticipate interviewing for this position on or around March 16, 2026.</i></p>
Responsibilities:
<div><b>
Essential Duties and Responsibilities:</b></div><div><div><ul><li>
Responds to service desk requests via phone, email, and ticketing system, providing timely and accurate support.</li><li>
Troubleshoots and resolves issues related to workstations, printers, applications, and connectivity.</li><li>
Documents support requests, resolutions, and technical procedures in the ticketing system.</li><li>
Assists with onboarding and support for new staff and technology rollouts.</li><li>
Escalates complex issues to appropriate IT teams and follows up to ensure resolution.</li><li>
Provides training and guidance to staff on standard IT procedures and best practices.</li><li>
Maintains knowledge of current technology and participates in continuous learning.</li><li>
Travels to provide support to any of our 25 locations throughout the Clark County Library District.</li><li>
Ensures District compliance with all federal, state, and local laws, regulations, codes, and District Policies and Procedures.
</li><li>Stays abreast of current and future trends in Information Technology, Library Administration, and Public Administration, and makes recommendations regarding future District Strategies and Planning.</li><li>
Performs other duties as assigned.
</li></ul></div></div>Qualifications:
<p><b>
Knowledge, Skills, and Abilities:</b></p><p>
<b>Education</b><b>:</b></p><ul><li><div><ul><li><div><ul><li><b>
Required:</b> Associate&rsquo;s degree in Information Technology or related field.</li><li><b>
Preferred:</b> N/A</li></ul></div></li></ul></div></li></ul><p></p><p><br>
<b>Experience</b><b>:
</b></p><ul><li><div><ul><li><div><ul><li><b>Required:</b> Two (2) years of experience in an IT support or help desk role.</li><li><b>
Preferred:</b> N/A</li></ul></div></li></ul></div></li></ul><p></p><p><br>
<b>License</b><b> or Certifications:</b></p><ul><li><div><ul><li><div><ul><li><b>
Required:</b> N/A</li><li><b>
Preferred:</b> Relevant information technology certifications (e.g., Comp TIA A+).</li></ul></div></li></ul></div></li></ul><p><b>
Physical</b><b> Requirements</b><b>:
</b></p><p>Work is primarily performed in an office setting. Ability to lift up to 10 pounds maximum, and occasionally lifting and/or carrying such articles as computer/network equipment. Although work is performed in an office setting, a limited amount of walking or standing is often necessary to carry out job duties. The role may require after-hours availability for emergency response and critical maintenance.</p><p></p><ul><li><br>
<i>PLEASE NOTE: Meeting these posted qualifications does not necessarily guarantee an interview.</i>
</li></ul>Schedule:
<p><b>
Monday: </b>11:30 AM - 8:00 PM</p><p><b>
Tuesday: </b>11:30 AM - 8:00 PM</p><p><b>
Wednesday: </b>11:30 AM - 8:00 PM</p><p><b>
Thursday: </b>11:30 AM - 8:00 PM</p><p><b>
Friday: </b>9:00 AM - 6:30 PM</p><p></p><ul><li><br>
<i>This schedule may be subject to change based on the needs of the Library District.</i></li></ul>
Benefits:
<ul><li>Medical, dental, vision, and life insurance insurance.</li><li>Nevada Public Employees Retirement System (PERS).</li><li>14 paid holidays, plus 1 additional floating holiday per year.</li><li>Paid vacation (18 days per year) and sick time (12 days per year).</li><li>Tuition reimbursement.</li><li>For more details about employee benefits, please see https://thelibrarydistrict.org/benefits/</li></ul>
Pay Range: USD $30.95 - USD $41.47 /Yr. Position Type: Full-Time Category: IT Service Desk Job Location: Windmill Service Center Location : Address: 7060 W. Windmill Lane</div>

IT Service Desk Specialist

Sharp Brains

<p>We are seeking a reliable and tech-savvy <b>IT Help Desk Specialist</b> to join our support team for the <b>night shift</b>. You will be the first point of contact for our international users and internal staff, ensuring minimal downtime and smooth IT operations during overnight hours. If you are alert, calm under pressure, and passionate about solving technical issues remotely, we want to hear from you.</p><p><b>Key Responsibilities</b></p><ul><li><b>Technical Support:</b></li><li>Provide first-line support for hardware, software, and network issues via phone, email, or ticketing system.</li><li>Troubleshoot and resolve common IT problems (password resets, connectivity issues, application errors).</li><li>Escalate complex issues to the relevant teams with clear documentation.</li><li><b>System Monitoring:</b></li><li>Monitor system alerts, servers, and network performance during night hours.</li><li>Ensure critical systems remain operational and report outages immediately.</li><li><b>User Assistance:</b></li><li>Assist international users across different time zones with professionalism and patience.</li><li>Guide users through step-by-step solutions in a clear and friendly manner.</li><li><b>Documentation:</b></li><li>Log all incidents and requests accurately in the IT ticketing system.</li><li>Maintain and update knowledge base articles for common issues.</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li><b>Experience:</b> 1&ndash;3 years in an IT Help Desk, Technical Support, or similar role.</li><li><b>Technical Skills:</b> Familiarity with Windows/macOS, Active Directory, Office 365, VPNs, and basic networking.</li><li><b>Communication:</b> Clear verbal and written English skills; ability to explain technical concepts to non-technical users.</li><li><b>Night Shift Readiness:</b> Comfortable working independently during night hours and managing shift handovers.</li><li><b>Education:</b> Bachelor&rsquo;s degree/Diploma in IT, Computer Science, or a related field (or equivalent experience).</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

IT Help Desk Specialist – Night Shift

Trace Systems Inc.

<div>
 <strong>
  Job Overview
  <br/>
  <br/>
 </strong>
 <strong>
  Job Title:
 </strong>
 Helpdesk Specialist II
 <br/>
 <br/>
 <strong>
  Location:
 </strong>
 Doha, Qatar
 <br/>
 <br/>
 <strong>
  This position is pending contract award.
  <br/>
  <br/>
 </strong>
 <strong>
  Job Responsibilities
  <br/>
  <br/>
 </strong>
 Trace Systems is actively recruiting for a Helpdesk Specialist II to support the AFCENT Combined Air Operations Center (CAOC) contract in Doha,Qatar.
 <br/>
 <br/>
 <strong>
  The Job Responsibilities Include, But Are Not Limited To
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);
  </li>
  <li>
   Provide Tier 1 hands-on support to users on the AOC/CAOC floor;
  </li>
  <li>
   Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required;
  </li>
  <li>
   Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;
  </li>
  <li>
   Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;
  </li>
  <li>
   Manage SIPR PKI program;
  </li>
  <li>
   Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs);
  </li>
  <li>
   Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits;
  </li>
  <li>
   Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs,
  </li>
  <li>
   TCNO, MTO, CCO and CTO) management, processing, tracking and status reportingacross all network enclaves;
  </li>
  <li>
   Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures;
  </li>
  <li>
   Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs;
  </li>
  <li>
   Provide system support to clients operating on the network/domain;
  </li>
  <li>
   Configure client level software, modify software configuration, and perform basicconfiguration management functions;
  </li>
  <li>
   Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems;Install equipment IAW AFCENT and SPIN-C directives;
  </li>
  <li>
   Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions;
  </li>
  <li>
   Periodically review the organization's needs for computer resources and validate computer equipment requirements;
  </li>
  <li>
   Promote user awareness concerning unauthorized or illegal use of computer hardware and software;
  </li>
  <li>
   Implement client workstation software patches, security fixes, and service releases according to local instructions;
  </li>
  <li>
   Other duties as required
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Active, in-scope US Government issued Secret clearance with eligibility.
  </li>
  <li>
   Due to the nature of the work and contract requirements, US Citizenship is required.
  </li>
  <li>
   Regulation Requirement: Due to Qatar's immigration and labor regulations, Qatar work visas cannot be issued to individuals aged 60 or over, and are not subject to a waiver. Additionally, foreign nationals aged 60 or older are unable to renew their Qatari visa or change sponsors. Therefore, per Qatar work visa regulations, candidates must be 59 years of age or younger to be eligible for a Qatari work visa as required for this position.
  </li>
  <li>
   DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  General Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Responding to help desk tickets and resolving technical issues for hardware, software, and network systems
  </li>
  <li>
   Providing support for operating systems(Windows, macOS, Linux) and common software applications
  </li>
  <li>
   Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues
  </li>
  <li>
   Assisting end-users with systme logins, password resets and account management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent)
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Trace Systems
  <br/>
  <br/>
 </strong>
 Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.
 <br/>
 <br/>
 <strong>
  To Apply:
 </strong>
 We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text &lsquo;tracejobs&rsquo; to 97211 or apply directly through our website at: www.tracesystems.com. #jointracesystems
 <br/>
 <br/>
 Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.
</div>


Helpdesk Specialist II

<div>Requisition ID: 2026-4121 Job Summary:
<p><b>
1099 (Hourly) Position; Temporary Hire (Duration: 21 weeks)</b></p><div></div><div><br>
Artemis ARC is seeking an experienced, compassionate, and reliable <b>Help Desk Lead / Supervisor</b> to support Veterans Health Administration (VHA) in administering a national Veteran survey to inform VHA priorities and healthcare services, The Help Desk Lead / Supervisor will support operations by providing routine (daily) oversight of Help Desk personnel and working closely with the Project Manager to ensure consistent training, staffing coverage, and high-quality support for the Survey of (Veteran) Enrollees supported by this vital Help Desk function, representing a critical component of VHA&rsquo;s commitment to Veteran safety and access through direct and personalized telephone and email support to assist Veterans in understanding and completing the referenced survey.</div><div></div><div><br>
The working Help Desk Lead serves as both a primary point of contact for Veterans with questions, technical needs, or concerns related to the survey process and as an operational coordinator and resource responsible for coordinating schedules, supporting staff training and readiness, monitoring adherence to VA-approved scripts/protocols, and escalating risks or urgent Veteran needs. This position is critical to ensure the Help Desk operates in alignment with VHA expectations for Veteran safety and access throughout the survey fielding period. The Lead supports a small team of Help Desk Support Specialists to facilitate respectful, Veteran-centered engagement to ensure Veterans who access the Help Desk feel supported, safe, and heard throughout their interactions while advancing VA&rsquo;s mission by encouraging Veterans to respond to the survey to share their healthcare needs and preferences.</div>
Primary Responsibilities:
<div><b>
Staff Coordination and Scheduling</b></div><ul><li>
Coordinates daily and weekly Help Desk staffing schedules to ensure adequate coverage during operating hours (9:00 AM &ndash; 9:00 PM ET, Monday-Friday) and surge periods.</li><li>
Provides coverage for Help Desk staff, when needed, to cover unexpected gaps and to support call volume for timely support.</li><li>
Monitors call volume and operational demands, communicating staffing needs, risks, and opportunities for improvement with the Project Manager.</li><li>
Serves as a point of contact for Help Desk staff regarding scheduling, coverage, and operational questions.</li></ul><div><b>
Training Support and Consistency</b></div><ul><li>
Works closely with the Project Manager to support initial and just-in-time Help Desk training, ensuring staff fully understand workflows, scripts, and protocols.</li><li>
Reinforces consistent application of VA-approved scripts, documentation standards, and distressed Veteran procedures.</li><li>
Identifies training gaps or quality issues and recommends refresher training or corrective actions to address concerns at first opportunity.</li></ul><div><b>
Distressed Veteran Escalation and Risk Identification</b></div><ul><li>
Supports Help Desk staff in responding to distressed Veteran interactions and ensure proper application of the tiered distress protocol.</li><li>
Ensures appropriate escalation and notification for moderate and severe distress cases, including required written reports and notification timeframes.</li><li>
Escalates immediate Veteran safety concerns, operational risks, or issues impacting timelines to the Project Manager, without delay.</li><li>
Supports the Project Manager in communicating urgent issues to Government clients and stakeholders, including the VHA Project Manager and Contracting Officer&rsquo;s Representative (COR), as appropriate.</li></ul><div><b>
Quality Oversight and Reporting Support</b></div><ul><li>
Monitors Help Desk performance for consistency, professionalism, and adherence to protocols.</li><li>
Reviews documentation in the Survey Management System (SMS) for completeness and accuracy.</li><li>
Collaborates with the Project Manager to prepare incident summaries, trend observations, and operational updates, upon request.</li></ul>
Minimum Qualifications:
<ul><li>High school diploma or equivalent required.</li><li>
Minimum of 4 years of experience in call center, help desk, customer support, or Veteran-facing service roles.</li><li>
Demonstrated experience coordinating staff schedules, supporting daily operations, or serving in a lead or supervisory capacity.</li><li>
Experience supporting or delivering staff training and coaching.</li><li>
Sound judgment and ability to identify and escalate risks or urgent issues appropriately.</li><li>
Ability to pass required background checks.</li></ul>
Desired Qualifications:
<ul><li>U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers.
</li><li>Leadership, peer support/advocacy, or supervisory experience preferred.
</li><li>Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations.</li></ul></div>

Help Desk Support Lead (Veteran Survey Operations)

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