IT Service Desk Specialist III
About The Position
The IT Service Desk Specialist III provides technical assistance, support, and advice to end users on hardware, software, and systems through phone, email, or chat. The role resolves low-to-moderate issues and serves as an escalation path for moderate-to-highly complex technical issues. It is located at the Naval Health Clinic in Quantico, Virginia. The specialist troubleshoots PCs, laptops, printers, and other devices; manages tickets and responds to users through ServiceNow; maintains standard operating procedures and the service catalog; establishes timelines and protocols for more difficult problems; and performs system-administrator-level duties, including server administration, security patching, and enterprise system support. The position also maintains an accurate Government asset inventory and may perform other assigned duties. This is a full-time role with typical hours Monday through Friday. Occasional overtime and evening or weekend work may be required based on business needs. Compensation is dependent on experience and based on qualifications, relevant experience, and internal equity.
Requirements
- Six years of experience demonstrating proficiency as an IT Service Desk Specialist.
- Bachelor's degree.
- Active secret security clearance.
- U.S. citizenship.
- IAT-II level baseline certificate according to DoD 8570.01-M certificate requirements.
- Active CompTIA Security+ CE certification.
- Knowledge of hardware, software, and operating systems.
- Strong customer service skills.
- Effective communication skills.
- Ability to work well under supervision and as part of a team.
Responsibilities
- Answer questions, analyze problems, and provide technical assistance to end users for hardware, software, and systems.
- Resolve computer software and hardware problems for users.
- Serve as a contact point for users experiencing issues with computer software, hardware, and operating systems.
- Provide resolutions for low-to-moderate technical issues and act as an escalation path for moderate-to-highly complex issues.
- Offer support for call overflow during peak times or reduced staffing hours.
- Serve as the first contact for customers who need technical assistance.
- Troubleshoot PCs, laptops, printers, and other devices.
- Provide quick resolutions and excellent customer service.
- Redirect unresolved issues to level 4 technicians and team leads, or escalate them to GSC for next-level support as necessary.
- Use ServiceNow to manage ticket counts and respond to users.
- Maintain SOPs and the service catalog for software installation, hardware configuration, and problem troubleshooting.
- Establish timelines and protocols for harder-to-solve problems.
- Perform system administrator-level duties, including server administration, security patching, and enterprise system support.
- Maintain an accurate and complete Government asset inventory.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
