Test Federal Job 1

QED National•Prattville, AL

46d•$30 - $32•Onsite

About The Position

We are seeking a highly skilled Enterprise Service Desk Specialist (Senior) to support IT operations in a fast-paced, mission-critical environment. In this role, you will serve as a frontline technical support expert, resolving end-user issues, executing scripts, managing tickets, and providing exceptional customer service. You will troubleshoot and escalate complex incidents, ensure adherence to service level agreements (SLAs), and contribute to the overall efficiency and reliability of IT services. This is an excellent opportunity for professionals who excel in IT support, incident management, and remote troubleshooting and who are looking to grow within enterprise-level environments.

Requirements

2+ years of experience using an IT ticketing system (ServiceNow, Remedy, etc.)
1+ year of experience with remote desktop takeover tools
Proven experience in an IT customer service or service desk environment
Strong troubleshooting skills across Windows OS, hardware, and basic networking
Experience meeting service level goals and performance targets
Must hold a process-based certification (ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc.)
Must possess MTA: Windows Operating System certification (or equivalent)
Excellent verbal and written communication skills
Ability to thrive in an onsite, team-oriented environment

Responsibilities

Deliver Tier I/II support through phone, ticketing system, and remote access tools
Execute scripts and follow standard operating procedures to resolve technical issues
Diagnose, troubleshoot, and escalate hardware, software, and network incidents
Open, update, and close service tickets with clear documentation
Correlate events and incidents for proactive IT service management
Ensure compliance with SLAs and service delivery best practices
Collaborate with cross-functional IT teams to support enterprise users
Maintain high levels of customer satisfaction and professionalism