IT Service Desk Specialist - SECRET clearance required

Tesla Laboratories. Inc.•Vienna, VA

13h•Onsite

About The Position

Works as part of an IT Service Desk team responsible for Tier 1-3 support. Tasks include maintaining and managing the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues. Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops Troubleshoot problems and provide support for Microsoft applications such Outlook and Microsoft Office Assist with installing, moving, adding and/or changing (IMAC) desktops, laptops, printers, and other approved peripheral devices Standard computer images including Desktop Image Assist with centrally managing desktops, laptops, printers, and other network peripheral devices Provide quality customer service and support for designated equipment Respond to telephone, electronic, and/or walk-up requests for IT support as part of a Service Desk operation Ensure all time reporting and other required reports are accurate and submitted on time Ensure on-going maintenance and development of positive customer relationships with end-users Develop and create documentation on training materials, FAQs and Knowledge Base Articles

Requirements

THIS POSITION REQUIRES ACTIVE SECRET CLEARANCE
Bachelor’s degree or certification in IT related field
1+ years of relevant work experience
Prior IT Operations support experience with a blend of application, hardware, and networking support, including providing support via phone (call center)
US Citizenship necessary
Active Secret Clearance REQUIRED

Nice To Haves

Relevant certifications such as CompTIA A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired
Experience with using ITSM Tools such as Ivanti or Remedy Help Desk is a plus
Excellent organizational and communications skills

Responsibilities

Maintain and manage the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues.
Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops.
Troubleshoot problems and provide support for Microsoft applications such Outlook and Microsoft Office.
Assist with installing, moving, adding and/or changing (IMAC) desktops, laptops, printers, and other approved peripheral devices.
Assist with centrally managing desktops, laptops, printers, and other network peripheral devices.
Provide quality customer service and support for designated equipment.
Respond to telephone, electronic, and/or walk-up requests for IT support as part of a Service Desk operation.
Ensure all time reporting and other required reports are accurate and submitted on time.
Ensure on-going maintenance and development of positive customer relationships with end-users.
Develop and create documentation on training materials, FAQs and Knowledge Base Articles.