IT Service Desk Specialist II
About The Position
As an IT Service Desk Specialist Level II, you will leverage your technical experience and proficiency to provide critical IT support. In this role, you will address and resolve complex user issues, ensuring seamless operations and supporting users with exceptional customer service. The IT Service Desk II will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. Responsible for resolving moderate to highly complex technical issues, acting as the primary frontline technician to field incoming calls, and triaging tickets to respective tier levels within the service desk support structure.
Requirements
- Bachelor's degree
- Minimum of four (4) years of experience as an IT Service Desk Specialist.
- Active Secret clearance
- US Citizen
- IAT Level II Certification
- CompTIA Security+ Certification
Nice To Haves
- Prior experience supporting a DoD environment
Responsibilities
- Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
- Resolves computer software and hardware problems of users.
- Acts as a contact for users having problems using computer software, hardware, and operating systems.
- Acts as the escalation path to resolve moderate to complex technical issues.
- Specializes in certain aspects of technologies to assist the customer base.
- Provides support for call overflow during peak time or reduced staff during peak hours
- Serves as the first contact with customers who need technical assistance
- Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
- Provide quick resolution and excellent customer service per the establish SLAs
- Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support.
- Utilizes ServiceNow to manage tickets counts and respond to users.
- Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems
- Establishes timelines and protocols for harder-to-solve problems.
- May be asked to staff the help desk or go to customer locations throughout the facility.
- May be assigned to unblock CACS
- May be assigned Entitlement Manager duties.
- Responsible for maintaining an accurate and complete government asset inventory.
- Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF
- Completes orientation and competency verification programs in accordance with departmental guidelines.
- Other duties as assigned.
Benefits
- A competitive compensation package
- Comprehensive health and wellness benefits, including medical, dental, and vision plans
- Access to company-provided retirement savings options with matching contributions
- Opportunities for professional growth and continued learning
- Additional perks such as discounts on various services and products
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
