Journeyman Help Desk Specialist

Kearney & 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 functionality.
• Independently 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 procedures.
• Communicate effectively with system owners, internal IT teams, and management

• Bachelor's degree
• Minimum 3 years of relevant experience in help desk support, customer service, financial systems support, or a related field
• Demonstrated experience handling escalated or complex technical issues
• Strong organizational and multitasking skills
• Excellent customer service and communication skills
• Proficiency in Microsoft Office Suite and other relevant software
• Ability to work effectively both independently and in a team environment
• Ability to obtain a U.S. Secret level security clearance (requires US Citizenship)

Preferred Qualifications

• Experience working with ticketing systems and service management tools
• Exposure to DoD financial management systems
• Understanding of basic financial or accounting processes
• Experience working within the Department of Defense or other federal agencies
• Experience supporting or mentoring junior-level staff
• Experience supporting multiple enterprise systems or SaaS platforms
• IT certifications (e.g., ITIL, CompTIA A+, Network+, or Security+)

Exclusively focused on the Government, Kearney & Company provides financial services, including auditing, consulting, and technology services. Our commitment to our employees and clients as well as to dedication and trust, critical values to our Firm, have led to Kearney's recognition as one of the leading accounting firms in the country. Based on our employees' feedback, we are also consistently rated a Best Place to Work. Employment at Kearney means a flexible, collaborative, and open-minded work environment. We hope it is your "first easy decision." Learn more at www.kearneyco.com/careers.

The expected salary range for this position is between $69,000 and $105,000. This range is representative of base pay only and does not include straight time pay for hours worked over 40 per week, company contributions towards paid benefits, and/or bonuses. Actual compensation (meeting or exceeding the range) will be determined based on specific experience, education, work location, clearance level, and other factors permitted by law. This position is eligible for bonuses (when applicable).

We also offer a competitive benefits package that includes:

• Medical, Dental, Vision, Life, AD&D, and Disability Insurance
• 401(k) Retirement Plan and 529 Education Savings Plan
• Flexible Spending & Health Savings Account
• Accident, Critical Illness, Hospital Indemnity Insurances
• Legal Insurance and Pet Insurance
• Employee Assistance Program, fitness and wellness benefits, and other firm benefits.
• Paid holidays, vacation, and sick time

Applicants have rights under Federal Employment Laws

Work location is subject to change based on client requirements.
Kearney & Company is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, national origin, ethnicity, ancestry, genetic information, religion, sex, gender, gender identity, sexual orientation, marital status, pregnancy, childbirth, any medical condition related to pregnancy or childbirth, age, disability, protected veteran status, relationship or association to a protected veteran, or any other characteristic protected by local, state or federal laws, rules or regulation. Click here for more information on Kearney's EEO Policy.

If you would like to request a reasonable accommodation, regarding accessibility of our website, a modification or adjustment of the job application or interview process due to a disability, please call 703-236-2391 or email accommodations@kearneyco.com. Please be advised that this contact information is for accommodation requests only and cannot be used to inquire about the status of an application.

Family and Medical Leave Act (FMLA)

FMLA is designed to help employees balance their work and family responsibilities by allowing them to take reasonable unpaid leave for certain family and medical reasons. Kearney & Company provides eligible employees with up to 12 weeks of unpaid, job-protected leave per year. Military family leave is available for up to 26 weeks under FMLA. Click here to learn more.

Employee Polygraph Protection Act (EPPA)

The EPPA prohibits most private employers from using lie detector tests either for pre-employment screening or during the course of employment. Kearney & Company adheres all provisions of the EPPA. Click here to learn more.