IT Service Desk Specialist

4 days ago


Reston, Virginia, United States Tandym Group Full time

We are seeking a highly skilled IT Service Desk Specialist to join our team at Tandym Group. As a key member of our IT department, you will be responsible for providing exceptional technical support to our end-users.

Key Responsibilities:

  • Resolve Level 1/Level 2 incidents and fulfill service requests in a timely and efficient manner.
  • Provision and maintain end-user computing equipment, including desktop/laptop hardware, software, and peripherals.
  • Evaluate and escalate incidents to the appropriate IT resources as needed.
  • Monitor open tickets for accuracy, urgency, and problem resolution within prescribed Service Level Agreements.
  • Develop and maintain a document repository of fixes, installation procedures, technical tips, and other office technology processes.
  • Identify, research, and assist with the implementation of new technologies in accordance with IT operations policy and procedures.
  • Track and manage IT assets in accordance with IT operations policy and procedures.

Requirements:

Must-haves:

  • Proven experience in a technology support role.
  • Strong knowledge of Microsoft-based operating systems, with emphasis on Windows 10, Office 2016, and Internet Browsers.
  • Excellent interpersonal skills, with a focus on communication and presentation.
  • Promotes and supports standardization and continuous improvement.
  • Ability to work independently and make decisions as needed.
  • Familiarity with all components of Office 365.
  • In-Tune and ServiceNow Platforms experience/exposure.
  • OT Environment exposure/manufacturing plant - chemical plant experience.

Plusses:

  • A+ Certification or equivalent highly preferred.
  • Experience supporting a manufacturing plant.
  • Familiarity with ITIL and HDI Incident Management Best Practices.
  • Familiarity with Wintel (Windows client and server technology), networks (Cisco preferred), anti-virus, general security.
  • Understanding of Network Standards, Protocols, and Security Policies.
  • BitLocker Encryption experience.


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