IT Service Desk Specialist II

United States·Quanticomid

Customer SupportIt Support Specialist

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Quick Summary

Requirements Summary

Program and Portfolio Management; Systems Engineering and Architecture; Network Engi

Technical Tools

Customer SupportIt Support Specialist

Responsibilities

~2 min read

→Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
→Resolves computer software and hardware problems of users.
→Acts as a contact for users having problems using computer software, hardware, and operating systems.
→Acts as the escalation path to resolve moderate to complex technical issues.
→Specializes in certain aspects of technologies to assist the customer base.
→Provides support for call overflow during peak time or reduced staff during peak hours
→Serves as the first contact with customers who need technical assistance
→Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
→Provide quick resolution and excellent customer service per the establish SLAs
→Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support.
→Utilizes ServiceNow to manage tickets counts and respond to users.
→Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems
→Establishes timelines and protocols for harder-to-solve problems.
→May be asked to staff the help desk or go to customer locations throughout the facility.
→May be assigned to unblock CACS
→May be assigned Entitlement Manager duties.
→Responsible for maintaining an accurate and complete government asset inventory.
→Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF
→Completes orientation and competency verification programs in accordance with departmental guidelines.
→Other duties as assigned.

Requirements

~1 min read

Bachelor's degree
Minimum of four (4) years of experience as an IT Service Desk Specialist.
Active Secret clearance
US Citizen
IAT Level II Certification
CompTIA Security+ Certification

Bonus If You
Prior experience supporting a DoD environment

Salary
Dependent on Experience (DOE). Compensation will be based on qualifications, relevant experience, and internal equity.