IT Service Desk Specialist III

Lawelawe Defense Inc • Bethesda, MD

2d • 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.

Requirements

• Six (6) years of experience demonstrating proficiency as an IT Service Desk Specialist
• Bachelor degree
• Active secret security clearance required
• 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.
• Must be a US Citizen

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.

Benefits

• Compensation will be based on qualifications, relevant experience, and internal equity.
• Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.
• We are committed to fair and equitable compensation practices and are transparent about our pay structures. Our pay transparency efforts are aligned with state laws and regulations to ensure compliance and promote pay equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level