Essnova is hiring an It Help Desk

IT Technical Support 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 seeking a part-time IT Technical Support Specialist with robust technical assistance experience, exceptional communication capabilities, and a commitment to quality and continuous enhancement. This position supports a federal client environment, managing incoming support requests, documenting and resolving service tickets, and identifying strategies to optimize processes and improve overall support effectiveness. The ideal candidate possesses 3–5 years of hands-on technical support experience, demonstrates independent work proficiency, and can contribute to workflow documentation, standard procedure development, and quality assurance for support interactions. Responsibilities - Deliver Tier 1–2 technical assistance for incoming support requests and remote troubleshooting. - Investigate and resolve challenges related to Windows, Office 365, VPN, hardware, and enterprise software. - Record all work within the ticketing management system (ServiceNow, Remedy, Jira, or equivalent). - Escalate intricate issues to advanced support teams when necessary. - Perform quality evaluations on call documentation and ticket resolution procedures. - Recognize efficiency limitations, recurring problems, and workflow enhancement opportunities. - Develop standard operating procedures, technical documentation, and knowledge base resources. - Support process mapping for call workflows and escalation protocols. - Maintain service level agreement standards and communicate transparently with end-users. - Partner with leadership to optimize technical support operations. Requirements Required Qualifications - U.S. Citizen and capable of obtaining a CAC/Public Trust. - 3–5 years of experience in IT Support, Service Desk, or Technical Assistance roles. - Proficiency resolving standard Tier 1–2 challenges (password resets, email, O365, VPN, device configuration). - Exceptional phone support skills; adept at managing high-volume inbound communications. - Expertise with primary ticketing platforms (ServiceNow, Remedy, Jira, Zendesk, etc.). - Experience with Active Directory (user provisioning, password management). - Strong documentation capabilities and ability to create clear technical articles. - Background in quality assurance, ticket auditing, or workflow optimization. - Familiarity with process visualization tools (Visio, Lucidchart, Miro preferred). - Capable of autonomous work in remote environments. Preferred Qualifications - Federal contracting or government customer support background. - Experience with MII or HII software - Understanding of ITIL best practices. - Expertise analyzing support trends or reporting recurring issues. - Previous involvement with CAC issuance or Public Trust suitability processes. Benefits 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 Apply for this job