Help Desk Support Specialist

Key Responsibilities Serve as the first point of contact for user issues and questions. Respond to support requests through phone, email, and ticketing systems. Create, track, and update support tickets. Troubleshoot application, login, and access issues. Assist users with claims, documents, reports, and portal usage. Escalate complex issues to technical teams. Support user account creation, updates, and deactivation. Maintain support documentation and knowledge articles. Ensure incidents are resolved within defined SLAs. Support system training and user adoption activities. Generate service desk and support reports. Required Skills 3+ years of Help Desk or Customer Support experience. 3-5 years of Application Support experience. Experience supporting business applications. Experience troubleshooting enterprise or SaaS applications. Strong customer service and communication skills. Basic application troubleshooting skills. Experience using ticketing systems. Ability to work independently and as part of a team. Good problem-solving and analytical skills. Preferred Qualifications ITIL Foundation certification. Experience with ServiceNow. Experience with SaaS platforms. Experience supporting government or public sector applications.