IT Service Desk Specialist

Mid Level Career It Support Specialist

This position requires active top secret clearance. Works as part of an IT service desk team responsible for tier 1-3 support. Tasks include maintaining and managing the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues.

Responsibilities:

• Identify and resolve issues related to desktop computer hardware, operating systems, and software applications for Windows desktops
• Troubleshoot problems and provide support for Microsoft applications such Outlook and Microsoft Office
• Assist with installing, moving, adding and/or changing (IMAC) desktops, laptops, printers, and other approved peripheral devices
• Standard computer images including desktop image
• Assist with centrally managing desktops, laptops, printers, and other network peripheral devices
• Provide quality customer service and support for designated equipment
• Respond to telephone, electronic, and/or walk-up requests for IT support as part of a service desk operation
• Ensure all time reporting and other required reports are accurate and submitted on time
• Ensure on-going maintenance and development of positive customer relationships with end-users
• Develop and create documentation on training materials, FAQs and knowledge base articles

Requirements:

• Bachelor's degree or certification in IT related field
• 5+ years of relevant work experience
• Prior IT operations support experience with a blend of application, hardware, and networking support, including providing support via phone (call center)
• Relevant certifications such as CompTIA A+, Network+, or Security+; HDI; Microsoft certifications including MCSA, MCP, MCSE or similar certifications desired
• Experience with using ITSM tools such as Ivanti or Remedy Help Desk is a plus!
• Azure VDI, Citrix experience preferred
• Excellent organizational and communications skills
• US citizenship necessary
• Active top secret clearance required