Help Desk Specialist

The Mission Matters

Your skills and experience could be mission critical for our Powder River Industries, LLC team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our inclusive team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems. 


Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Job Description

We are currently seeking a motivated, career and customer-oriented Help Desk Specialist to join our team to begin an exciting and challenging career with Powder River Industries, LLC.


  • Provides daily supervision and direction to the Service Center team.

  • The IT Service Desk Manager establishes an effective, proactive and repeatable service delivery process that improves the end user’s IT experience; the Service Desk Manager will lead, guide, and support the Service Center and will perform the following:

    • (1) manages and is responsible for the successful and timely completion of Service Center tasks

    • (2) serves as technician in assisting customers experiencing problems with IT resources, or requesting new services

    • (3) serves as the first point of contact for troubleshooting hardware/software, all types of computer systems, and printer problems

    • (4) leads and guides the Service Center team through the handling and management of IT service requests, incident management change management, problem management, event management, outage escalations, enterprise IT troubleshooting;

    • (5) directs program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems;

    • (6) escalates tickets to higher-level support groups as necessary;

    • (7) monitors assigned queues, voicemail, web sites and other incoming communication methods;

    • (8) prepares and provides various Service Desk reports and technical reviews to senior management as requested;

    • (9) establishes internal service delivery performance benchmarks, drives Quality Assurance engagements, drives Ticket Deep Dives and develops strategies/initiatives for improvement;

    • (10) establishes and manages Knowledgebase/Solutions Repositories and ensures new/updated processes, procedures, work instructions and knowledge are incorporated in a timely fashion in the knowledgebase and are available to the entire Service Center team;

    • (11) establishes and manages processes for communicating outages/emergency activities to the program and Customers;

    • (12) supervises assigned technical and administrative staff;

    • (13) participates in maintaining and improving Service Center standard operating procedures (SOPs);

    • (14) participates in special projects as required




  • Bachelor's degree and 8 years of experience or equivalent

  • Advanced analytical and problem resolution skills

  • Demonstrated ability to lead, motivate, mentor, and supervise technical team members

  • Strong verbal and written communications skills

  • Ability to effectively communicate with senior management, technical peers, vendors, and users

  • Education: Bachelor's (Years of experience can be used in lieu)





Does the mission matter to you?

Powder River Industries is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

Powder River Industries

1938 E Harney St Suite 216, Laramie, WY 82072, USA

(307) 314-2431

©2019 by Powder River Industries LLC. All rights reserved. Website created by Annie Warnock