IT Service Desk Specialist II - (On-site, US Citizen)

POWERHOUSE INSTITUTE INC•Chicago, IL

8d•$53,000•Onsite

About The Position

This is a full-time employment position for an IT Service Desk Specialist II. The role requires the candidate to be a U.S. Citizen, local to the Chicago IL area (Lovell), and available to work on-site full-time. The position involves maintaining workstation and laptop operational baselines and cybersecurity compliance, providing desk-side and remote support, and managing IT hardware lifecycle. The specialist will support local assets, new technology acquisition, and deploy end-user system images. They will serve as the primary point of contact for customer engagement, handle end-user service requests, and monitor site-assigned tickets. Hardware support includes troubleshooting, integration, configuration, and installation of authorized equipment. The role also involves supporting inventory and configuration management, assisting with enterprise asset management, and maintaining accurate hardware and software records. Additionally, the specialist will support configuration baseline management, documentation, equipment staging, installation, testing, and integration. Identity and desktop management activities, coordination with the Global Service Center (GSC), and resolution of Tier 2 issues are also key responsibilities. The role requires clear communication of technical issues and solutions to customers.

Requirements

Must be a U.S. Citizen (no dual status), as mandated by our government client.
Must be able to complete/pass/hold at a minimum a Tier 3 federal security clearance.
This position is full-time on-site (Chicago IL, Lovell).
4+ years of demonstrated experience in IAM and security roles/responsibilities.
Must possess the following professional certifications: IAT II (i.e. Security+ CE, etc.), IAM II (i.e. CASP, CISM, etc.), and CE (associate level).
Excellent analytical skills, attention to detail, and strong problem-solving abilities.
Excellent communication and collaboration skills.
BS/BA degree in Computer Science, Information Systems, Cybersecurity or equivalent experience may be substituted for a 4-year degree.

Responsibilities

Maintain workstation and laptop operational baselines and cybersecurity compliance.
Provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams.
Support local assets, new technology acquisition, and life cycle management for IT hardware.
Deploy end-user system images to new workstations and laptops in accordance with approved imaging practices.
Serve as the primary point of contact for customer engagement and support end-user service requests.
Monitor and triage site-assigned tickets.
Provide hardware support including on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.
Support inventory and configuration management activities by maintaining accurate hardware and software records.
Assist with enterprise asset management processes.
Assist with configuration baseline management and documentation to ensure system components, interfaces, and revisions are properly tracked throughout the lifecycle.
Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements.
Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required.
Communicate technical issues and solutions clearly to customers, providing guidance and support to ensure effective resolution of access or system issues.
Other duties as assigned.