IT Service Desk Specialist III
Lawelawe Defense Inc•Quantico Base, VA
•$65,000 - $78,000•Onsite
About The Position
The IT Service Desk Specialist III 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. This position is located at the Naval Health Clinic in Quantico, VA.
Requirements
- Six (6) years of experience demonstrating proficiency as an IT Service Desk Specialist
- Bachelor degree
- Active secret security clearance required
- Must be a US Citizen
- 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.
- Acts as the escalation path to resolve moderate to highly complex technical issues.
- Offer support for call overflow during peak times or reduced staff hours.
- Serves as the first contact with customers who need technical assistance
- Performs troubleshooting PCs, Laptops, Printers, and other devices
- Provide quick resolution and excellent customer service.
- Redirects unresolved issues to level 4 technicians and team leads or escalates to GSC for next level support as necessary.
- 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
- Establish a timeline and protocol for harder-to-solve problems
- Perform system administrator level duties including server administration and security patching, and enterprise system support
- Responsible for maintaining an accurate and complete Government asset inventory
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
