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Service Desk Support Specialist

2 months ago

Bloomington, Illinois, United States MITRE Full time
Job Summary

We are seeking a highly skilled and experienced Executive/VIP Support Technologist to join our Service Desk team at MITRE. As a key member of our team, you will provide exceptional technical support to our senior executives and VIPs, ensuring seamless and efficient resolution of their IT and AV needs.

Key Responsibilities
  • Provide primary support for senior executives and VIPs, including remote support and on-site assistance
  • 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, and other technologies
  • Work collaboratively with engineering and operational support teams to ensure effective support
  • Support executive meetings and events
  • 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
  • High school diploma or equivalent, degree preferred
  • Excellent customer service, communication, and troubleshooting skills
  • Demonstrated ability and desire to quickly learn and apply new technologies
  • Ability to work both independently and collaboratively with colleagues
Preferred Qualifications
  • Undergraduate degree or equivalent experience, with a focus on technology
  • 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
Clearance Requirements

This requisition requires the candidate to have a minimum of the following clearance(s): None

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s): Secret

Work Location Type

Onsite