Service Desk Support Specialist

20 hours ago


Bloomington, Illinois, United States MITRE Full time
Job Title: Service Desk Support Specialist

MITRE is seeking a talented Service Desk Support Specialist to join our team. As a key member of our Service Desk team, you will provide exceptional support to our senior executives and VIPs, ensuring their IT needs are met with professionalism and discretion.

Key Responsibilities:
  • Provide remote support for executives at remote locations or traveling, with flexibility to adapt to changing support hours
  • Prioritize and manage Executive/VIP support needs, providing weekly reporting to Service Desk leadership
  • Diagnose and resolve technology issues, including Windows, macOS, iOS, Office 365, LAN, VPN, mobility devices, hardware, and peripherals
  • Work with engineering and operational support teams to ensure seamless support
  • Support executive meetings and follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution
Requirements:
  • Minimum 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD with relevant experience
  • Must be a U.S. Citizen and possess or be able to obtain a Security Clearance
  • Minimum 5 years' experience working in corporate IT support with at least 1-2 years' experience directly supporting senior executives
  • Excellent time management skills, strong interpersonal skills, and ability to work effectively across all levels of the organization
  • Strong analytical and problem-solving skills across a wide range of technology
  • Expert knowledge of Windows 10/11, macOS, iOS, and Microsoft Office Suite products
Preferred Qualifications:
  • ITIL v4 Foundation certification or equivalent experience
  • CompTIA Security+, CompTIA A+ Certification, HDI SCA certification a plus
  • Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience

MITRE is proud to be an equal opportunity employer. We value diversity and inclusion in the workplace and are committed to creating a work environment that is welcoming and inclusive for all employees. If you are unable to search or apply for jobs and would like to request a reasonable accommodation for any part of MITRE's employment process, please email us.

Copyright 2024, The MITRE Corporation. All rights reserved. MITRE is a registered trademark of The MITRE Corporation.



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