IT Services Desk Specialist III

American Systems Corporation • Dayton, OH

321d • $57,100 - $95,300 • Onsite

About The Position

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. As an IT Service Desk Specialist III you will have the opportunity to do the following: Ensuring seamless technology experiences for our end-users. Address inquiries, troubleshoot issues, and deliver expert advice on both hardware and software systems, whether via phone, email, or chat. Act as the go-to person for resolving intricate computer software and hardware challenges and serve as a trusted resource for users navigating complex technical problems. Handle escalated cases, tackling moderate to highly complex issues with confidence and skill. Maintaining service continuity, as you provide vital support during peak periods or when staffing is reduced. Set the standard for technical support excellence but also ensure that every user interaction leaves a lasting impression of professionalism.

Requirements

• Minimum Education: Bachelor's degree and/or equivalency.
• IT Security Designation: ADP/IT-II.
• Investigation Required: Tier 3 (T3).
• IA Technical/Management Designation: IAT II and CE.
• Experience: Six (6) years of progressive experience demonstrating the required proficiency.
• Strong Communication: Ability to effectively communicate with non-technical users and technical staff.
• Problem-Solving Abilities: Proactive approach to identifying and resolving issues.
• Customer Service Excellence: Experience in delivering high-quality support with a focus on user satisfaction.
• Time Management: Efficient multitasking and prioritization skills.

Responsibilities

• Ensuring seamless technology experiences for end-users.
• Address inquiries, troubleshoot issues, and deliver expert advice on hardware and software systems via phone, email, or chat.
• Act as the go-to person for resolving intricate computer software and hardware challenges.
• Handle escalated cases, tackling moderate to highly complex issues.
• Maintain service continuity during peak periods or when staffing is reduced.
• Set the standard for technical support excellence and ensure professionalism in user interactions.

Benefits

• Healthcare benefits
• Paid leave
• Retirement plans
• Insurance programs
• Education and training assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree