IT Service Desk Specialist II
About The Position
The IT Service Desk Specialist II provides technical assistance, support, and advice to end users regarding hardware, software, and systems through phone, email, or chat. The role serves as a frontline contact, fields incoming calls, manages and triages tickets, and resolves moderate to highly complex technical issues while providing responsive customer service and meeting established SLAs. The specialist may provide help desk coverage or support customers at facility locations, and may be assigned CACS unblocking or Entitlement Manager duties. The position also maintains an accurate government asset inventory and follows applicable MTF policies, procedures, training, and competency requirements.
Requirements
- Bachelor's degree.
- At least four years of experience as an IT Service Desk Specialist.
- Active Secret clearance.
- U.S. citizenship.
- IAT Level II certification.
- CompTIA Security+ certification.
Nice To Haves
- Prior experience supporting a DoD environment.
Responsibilities
- Answer questions, analyze problems, and provide technical assistance, support, and advice to end users regarding hardware, software, and systems through phone, email, or chat.
- Resolve users’ computer software and hardware problems.
- Serve as a contact for users experiencing problems with computer software, hardware, and operating systems.
- Act as an escalation path for moderate to complex technical issues.
- Specialize in selected technology areas to assist customers.
- Provide call overflow support during peak periods or reduced staffing.
- Serve as the first contact for customers needing technical assistance.
- Troubleshoot PCs, laptops, printers, and other devices using diagnostic techniques.
- Resolve issues promptly and provide customer service in accordance with established SLAs.
- Redirect unresolved issues to Tier III technicians or escalate them to GSC for next-level support.
- Use ServiceNow to manage ticket counts and respond to users.
- Maintain SOPs and the service catalog for software installation, hardware configuration, and troubleshooting; establish timelines and protocols for harder-to-solve problems.
- Staff the help desk or travel to customer locations throughout the facility when requested.
- Unblock CACS when assigned.
- Perform Entitlement Manager duties when assigned.
- Maintain an accurate and complete government asset inventory.
- Ensure compliance with command training and other employment requirements under established MTF policies, procedures, and guidelines.
- Complete orientation and competency verification programs in accordance with departmental guidelines.
- Perform other duties as assigned.
Benefits
- Competitive compensation package.
- Comprehensive health and wellness benefits, including medical, dental, and vision plans.
- Company-provided retirement savings options with matching contributions.
- Opportunities for professional growth and continued learning.
- Discounts on various services and products.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
