IT Service Desk Specialist - SECRET Clearance Required

Description

THIS POSITION REQUIRES ACTIVE SECRET CLEARANCE

Active Secret Clearance Required

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.

• 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

• Bachelor’s degree or certification in IT related field
• 1+ 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
• Excellent organizational and communications skills
• US Citizenship necessary
• Active Secret Clearance REQUIRED