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Senior IT Support Specialist

2 months ago

Springfield, Illinois, United States V2X Full time
Job Description

Overview

V2X is a leading provider of innovative solutions that integrate physical and digital infrastructure to enhance security, streamline logistics, and improve readiness. As a Senior Service Desk Specialist, you will be part of a team that supports our government customer based in Springfield, VA, and requires an active Top Secret/SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph.

Responsibilities

  • Key Responsibilities
    • Receive, prioritize, document, and actively resolve end-user submitted requests.
    • Use common vendor-provided and custom internal diagnostic tools to provide hands-on troubleshooting assistance at the desktop level.
    • Comfortably handle complex end-user support issues independently and support internally escalated tickets from Service Desk team members.
    • The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems, desktop and web-based applications, and unified communications.
  • Requirements
    • 4 or more years of experience working in an enterprise IT Service Desk or Help Desk role.
    • Demonstrated experience providing technical assistance and support to enterprise Microsoft Windows desktop platforms.
    • Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites such as Microsoft Office, SharePoint, and Skype for Business.
    • Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
    • Demonstrated experience working directly with customers to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
    • Meet the Cyber IT/Cybersecurity Workforce (CSWF) Technical Support Specialist (411); Intermediate Level for SECNAV M-5239.2 compliance.
  • Education and Certifications
    • Bachelor's Degree from an Accredited University.
    • CompTIA Security+ ce, GIAC Security Essentials (GSEC), or Systems Security Certified Practitioner (SSCP) certifications.
  • Desired Qualifications
    • Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
    • Formally trained and/or certified in the following Information Technology Infrastructure Library (ITIL) modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
    • Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites such as BMC Remedy, ServiceNow, or HP Service Manager.
    • Demonstrated experience with enterprise monitoring and network performance monitoring solutions as Microsoft System Center, IBM Tivoli, SolarWinds, and/or Splunk.
    • Familiarity with Microsoft Active Directory (AD) as a centralized directory service for authentication and authorization for all IT enterprise end-users.
    • Familiarity with Microsoft PowerShell and its local and remote diagnostic and analysis capabilities.
    • Familiarity with basic Networking troubleshooting concepts and approaches.