Service Desk Specialist

Halvik • Boulder, CO

12d • Onsite

About The Position

Halvik is seeking a candidate who will be responsible for enhancing the end-user support capability of a Federal government customer with multiple office locations. The primary focus involves onsite resolution of Tier 2 and Tier 3 service requests, issues, and challenges. The candidate will provide tailored IT support, addressing specific IT challenges, escalate unresolved issues to specialized IT teams and track resolution progress, coordinate with other IT departments for hardware and software procurement, and train end-users on new enterprise systems and applications.

Requirements

• AA/AS degree (or equivalent).
• Minimum 3 years of service desk and/or helpdesk experience.
• Experience effectively communicating and solving end user issues on a variety of IT related technologies

Nice To Haves

• Demonstrated success supporting Federal contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to escalate complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.

Responsibilities

• Working incident/service request tickets/emails, managing Service Desk queues, and answering incoming calls/walk-ins for IT Support
• Prioritize work/tasking of self and regular reporting on milestones and progress
• Providing skilled diplomatic professional in-person and remote IT support
• Performing physical device troubleshooting and support to include but not limited to; laptops and desktops multi-functional devices (MFDs), peripherals to include PIV/CAC readers, monitors, and external encrypted drives
• Supporting and troubleshooting mobile Android and iOS Devices
• Supporting and troubleshooting of various software technologies, to include but not limited to; Windows 11, Microsoft365 and NTIA enterprise applications, Azure Network file shares, and specialized science applications and software, Adobe creative cloud applications

Benefits

• Company-supported medical, dental, vision, life, STD, and LTD insurance
• 11 federal holidays and PTO
• Performance-based incentives
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree