IT Help Desk Specialist (Part-Time, Remote)
Location: Remote (U.S.)
Work Authorization: U.S. Citizen (required)
Clearance: Ability to obtain a CAC/Public Trust
Hours: Part-Time (20-25 hours a week)
About the Role
We’re looking for a part-time IT Help Desk Specialist who brings strong technical support experience, excellent communication skills, and a mindset focused on quality and continuous improvement. This role supports a federal customer environment, handling inbound help desk calls, documenting and resolving tickets, and identifying ways to streamline processes and improve overall support efficiency.
The ideal candidate has 3–5 years of hands-on help desk or service desk experience, is comfortable working independently, and can contribute to process mapping, SOP creation, and quality assurance for support interactions.
Responsibilities
- Provide Tier 1–2 technical support for inbound help desk calls and remote troubleshooting.
- Diagnose and resolve issues related to Windows, Office 365, VPN, hardware, and common enterprise applications.
- Document all work in the ticketing system (ServiceNow, Remedy, Jira, or similar).
- Escalate complex issues to higher tier support when needed.
- Conduct quality checks on call documentation and ticket resolution steps.
- Identify efficiency gaps, recurring issues, and opportunities for workflow improvements.
- Contribute to SOP creation, process documentation, and knowledge base articles.
- Assist with process mapping for call flows and escalation paths.
- Maintain SLA expectations and communicate clearly with end users.
- Collaborate with leadership to streamline help desk operations.
Required Qualifications
- U.S. Citizen (required) and able to obtain a CAC/Public Trust.
- 3–5 years of experience in an IT Help Desk, Service Desk, or Technical Support role.
- Experience resolving common Tier 1–2 issues (password resets, email, O365, VPN, device configuration).
- Strong phone support skills; comfortable managing high-volume inbound calls.
- Proficiency with at least one major ticketing system (ServiceNow, Remedy, Jira, Zendesk, etc.).
- Experience with Active Directory (user provisioning, password resets).
- Strong documentation skills and the ability to write clear KB articles or SOPs.
- Experience with quality assurance, ticket audits, or workflow optimization.
- Familiarity with process mapping tools (Visio, Lucidchart, Miro preferred).
- Ability to work independently in a remote environment.
Preferred Qualifications
- Federal contracting or government customer support experience.
- Experience with MII or HII software
- Familiarity with ITIL best practices.
- Experience analyzing support trends or reporting on recurring issues.
- Prior involvement with CAC issuance or Public Trust suitability processes.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off + federal holidays
- Fast-track growth in a high-accountability culture
Why Essnova
- Rapidly growing, innovation-focused GovCon firm
- High-ownership environment where your wins matter
- Direct access to leadership, zero bureaucracy
- Culture built on speed, agility, and results
