IT Service Desk Support Specialist

IT Service Desk Support Specialist

Requirements

• 4+ years of experience as an IT professional
• 2+ years of experience supporting a help desk or service desk
• Ability to work weekends and holidays
• Ability to work shifts in support of 24/7/365 IT support operations
• Ability to obtain a Secret clearance
• HS diploma or GED

Responsibilities

• Provide in-depth support and lead problem solving and implementation efforts for specific technology products or applications
• Develop or contribute to solutions to a variety of problems of moderate scope and complexity
• Work independently with some guidance and review or guide activities of junior employees
• Provide a high-level of customer service and support to ensure each customer feels they are getting the attention they need and the IT support for problem resolution
• Be responsible for recording, categorizing, prioritizing, and responding to basic user and system issues, as well as resolving more complex user and system issues
• Enter and track tickets for the requesting organization
• Maintain responsibility for attending meetings that affect Help Desk processes and procedures
• Communicate ticket follow-ups, system updates, improvements, and outages to the customer to ensure they are well informed of status
• Solve problems using documented Standard Operating Procedures (SOPs)
• Provide support to IT systems, including day-to-day operations, monitoring, and problem resolution for all the client, server, storage, and network devices
• Provide support for the escalation and communication of status to agency management and global customers

Preferred Qualifications

• Ability to prioritize and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment
• Possession of excellent customer service skills
• Security+ Certification