IT Service Desk Specialist - SECRET clearance required

Tesla Laboratories. Inc.•Vienna, VA

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.

Requirements

Active Secret Clearance Required
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

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

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