IT Services Desk Specialist III

American Systems • San Diego, CA

5d

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.
• CompTIA Security +/Security Designation: ADP/IT-II
• Secret clearance or Investigation Required: Tier 3 (T3)
• IA Technical/Management Designation: IAT II and CE
• Experience in this Discipline: 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: A proactive approach to identifying and resolving issues, minimizing downtime and improving user experience.
• Customer Service Excellence: Demonstrated experience in delivering high-quality support, with a focus on user satisfaction.
• Time Management: Efficient multitasking and prioritization skills to handle multiple tickets and projects.

Responsibilities

• 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.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees