IT Service Desk Specialist Mid Level

1 week ago

San Antonio, Texas, United States NetImpact Strategies Full time
Job Description:

We are seeking a highly capable and experienced IT Service Desk Specialist Mid Level to join our team in San Antonio, TX. As an IT Service Desk Specialist, you will be responsible for providing comprehensive support for incident and request management, delivering high-quality customer service, and ensuring efficient resolution of IT issues.

Responsibilities:
  • Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
  • Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
  • Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
  • Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
  • Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
  • Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
  • Manage user access to systems and applications, ensuring compliance with security policies and procedures.
  • Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
  • Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
  • Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
  • Facilitate knowledge transfer sessions to ensure users are equipped with the necessary skills and knowledge to utilize IT resources effectively.
  • Create and maintain user manuals, guides, and other documentation to support IT training efforts.
  • Manage the scheduling, coordination, and logistics of IT training programs to ensure successful execution.
  • Provide support and training to users during the implementation of new technologies to facilitate smooth transitions and minimize disruptions.
Qualifications:
  • One or more of the following certifications (IAT II):
    • CCNA-Security
    • CySA+
    • GICSP
    • GSEC
    • Security+ CE
    • CND
    • SSCP
  • Four (4) years of progressive experience demonstrating the required proficiency.
  • Bachelors degree and/or equivalency.
  • Secret Clearance Eligible.
About Us:

NetImpact Strategies is committed to the development of a creative, diverse, and inclusive work environment. We are a trusted advisor driving impact through digital transformation for the Federal Government. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change.

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