Remote Ticketing Jobs in Silver Spring, MD (NOW HIRING)

Application Help Desk Specialist

Location:  Remote
Job:  T1 Help Desk Specialist
Schedule: Full-time
Shift: Day Job

Hathiant is seeking qualified professionals to support the Information Technology Services program for the U.S. Department of Housing and Urban Development. The successful candidate will provide front-line user support for a HUD application, assisting users with login and access issues, account-related questions, system navigation, and other application support needs.

Responsibilities

The candidate will be responsible for activities that may include:

• Providing Tier 1 help desk and user support for a HUD application and its end users.
• Troubleshooting login, authentication, password, account access, and user-profile issues.
• Assisting users with system navigation, application functionality, and general questions regarding use of the system.
• Guiding users through troubleshooting and resolution steps using clear, professional, and non-technical language.
• Identifying whether reported issues are related to user access, application functionality, data, configuration, or another technical component.
• Resolving routine support requests and escalating more complex application or technical issues to the appropriate development, system administration, security, or Tier 2/Tier 3 support teams.
• Creating, updating, and managing incidents and service requests in the designated ticketing system.
• Accurately documenting user issues, troubleshooting performed, resolutions, and escalation details.
• Tracking open support requests and following up with users through resolution.
• Identifying recurring user issues and contributing to FAQs, knowledge-base articles, troubleshooting guides, and other user-support documentation.
• Assisting users with understanding system processes, requirements, and available functionality.
• Supporting user account provisioning, access requests, and account maintenance processes, as applicable.
• Communicating system issues, outages, known problems, and resolutions to users as directed.
• Coordinating with technical and functional teams to help investigate and resolve application-related issues.
• Providing professional, responsive, and customer-focused support while meeting established service-level and response-time requirements.

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related field preferred. Relevant professional experience may be considered in lieu of a degree.
• 3–5 years of experience in help desk, application support, customer support, technical support, or a related role preferred.
• Experience supporting users of web-based applications or enterprise systems.
• Experience troubleshooting user login, account access, authentication, and application-related issues.
• Experience working with help desk, ticketing, or IT service management systems.
• Strong customer service and communication skills, including the ability to work effectively with both technical and non-technical users.
• Strong analytical and problem-solving skills with the ability to identify, troubleshoot, and appropriately escalate user issues.
• Ability to clearly document support requests, troubleshooting activities, and resolutions.
• Ability to manage multiple user requests and priorities in a customer-focused support environment.

Preferred Qualifications

• Previous experience supporting a Federal Government application or Federal agency users.
• Experience supporting applications with role-based access controls or user account management processes.
• Familiarity with authentication technologies such as Login.gov, multi-factor authentication, or similar identity-management solutions.
• Experience developing or maintaining FAQs, knowledge-base articles, user guides, or other support documentation.
• Familiarity with ITIL-based incident and service-request management processes.
• Experience supporting users through email, phone, virtual meetings, or ticket-based support channels.