Journeyman Help Desk Specialist

Job DescriptionKearney & Company is seeking a Journeyman Help Desk Specialist to provide advanced first-level technical support to customers, with a strong focus on complex issue resolution, account provisioning oversight, and mentorship of junior staff. This role serves as a subject matter expert for help desk operations, delivering enterprise customer service, technical assistance, and business process guidance while independently managing issue documentation, analysis, routing, and resolution. The position performs assigned functional duties with minimal oversight and acts as an escalation point for challenging issues and plays a key role in improving processes, documentation, and overall service delivery. Responsibilities include but not limited to:Provide Enterprise Customer Service Center support by responding to customer inquiries related to system access, navigation, and basic system dependently identify, document, analyze, and triage user issues within the designated ticketing or case management system.Perform and oversee user account provisioning, modification, and deprovisioning across multiple systems.Assist users with executing system functions and navigating established financial business processes within managed systems, including resolving routine functional issues without escalation.Troubleshoot issues that require deeper analysis beyond standard procedures.Review and validate work completed by junior analysts.Escalate complex or systemic technical and functional issues in accordance with established procedures and support root-cause analysis efforts.Provide detailed guidance to users and stakeholders on correctly completing standard and moderately complex tasks and transactions.Perform in-depth analysis of customer inquiries to identify trends, recurring issues, and opportunities for process, training, or documentation improvements.Collaborate with functional teams, system integrators, and other support groups to resolve issues and support efficient system operations.Assist with audits and access reviews, as needed.Execute case management responsibilities for tactical and recurring issues, including prioritization, tracking, status updates, and coordination of resolution activities.Develop, update, and maintain user-facing documentation, job aids, standard operating procedures, and knowledge base content.Support continuous improvement initiatives related to customer service processes, help desk operations, and system usability.Assist with testing or rollout of new systems, tools, or municate effectively with system owners, internal IT teams, and managementQualificationsMinimum 3 years of relevant experience in help desk support, customer service, financial systems support, or a related fieldDemonstrated experience handling escalated or complex technical issuesStrong organizational and multitasking skillsExcellent customer service and communication skillsProficiency in Microsoft Office Suite and other relevant softwareAbility to work effectively both independently and in a team environmentAbility to obtain a U.S. Secret level security clearance (requires US Citizenship)Preferred QualificationsBachelor's DegreeExperience working with ticketing systems and service management toolsExposure to DoD financial management systemsUnderstanding of basic financial or accounting processesExperience working within the Department of Defense or other federal agenciesExperience supporting or mentoring junior-level staffExperience supporting multiple enterprise systems or SaaS platformsIT certifications (e.g., ITIL, CompTIA A+, Network+, or Security+)OverviewExclusively focused on the Government, Kearney & Company provides financial services, including auditing, consulting, and technology services. Our commitment to our

Created: 2026-03-09