IT Service Desk Specialist lll

1 month ago

Quantico, United States Lawelawe Management Group LLC Full time
The IT Service Desk lll will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. Responsible for resolving moderate to highly complex technical issues, acting as the primary frontline technician to field incoming calls, and triaging tickets to respective tier levels within the service desk support structure.

Duties:
  • 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 highly complex technical issues.
  • Specialized in certain aspects of technologies to assist the customer base.
  • Provides support for call overflow during peak time or reduced staff during peak hours.
  • Level 3 technician who works on uncommon incidents/requests outside of standard scope.
  • Level 3 works issues escalated from level 2 technicians.
  • Level 3 mentors’ level 2 technicians, passing institutional and technical knowledge gained from their more extensive experience.
  • 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 level 4 technicians and team leads or escalates to GSC for next level support, as necessary.
  • 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 perform system administrator level duties including server administration and security patching, and enterprise system support.
  • May be asked to staff the help desk or go to customer locations throughout the facility.
  • Responsible for maintaining an accurate and complete government asset inventory.
  • May be assigned to unblock CACS
  • May be assigned Entitlement Manager duties.
  • Other duties as assigned.
Qualifications:
  • Minimum of six (6) years of experience as an IT Service Desk Specialist.
  • Bachelor's degree or equivalent
  • IAT Level II Certification
  • Active Secret Security Clearance required.

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