Skip to contentIT Service Desk Support Specialist
Company | Booz Allen |
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Location | Doral, FL, USA |
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Salary | $52900 – $108000 |
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Type | Full-Time |
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Degrees | |
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Experience Level | Mid Level, Senior |
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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