IT Service Desk Specialist Mid Level

5 days ago

San Antonio, Texas, United States NetImpact Strategies Full time

Job Description:

We are seeking a highly skilled IT Service Desk Specialist to provide 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
  • Preferred:
  • Current or past experience supporting Federal Health organizations
  • Federal Consulting Industry Experience Preferred

About Us:

NetImpact Strategies is 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.

We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. Our core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

Accessibility Note:

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (ADA), and applicable state and local laws.

It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability.

Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact.

If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact .

Equal Opportunity Employer:

NetImpact is committed to the development of a creative, diverse, and inclusive work environment.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities.

NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as 'protected status').

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