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At Evolver Federal, we are seeking a highly skilled IT Service Desk Support Specialist to join our team in support of our NIH customer located in Bethesda, MD. As an IT Service Desk Support Specialist, you will serve as the initial point of contact between users and our IT service delivery department.
The estimated salary for this position is $70,000 - $90,000 per year, depending on experience.
Job Responsibilities:- Create detailed work logs and technical documentation using the ServiceNow ticketing system.
- Provide support via chat, phone, email, and web support to users using various communications tools and applications.
- Evaluate incoming calls to determine the extent of support required and escalate user requests to Tier II or Tier III in the shortest possible time frame if necessary.
- Provide instruction and/or training to users on existing or new systems, various applications, and new technologies.
- Bachelor's degree in computer science, information technology, or related field from an accredited university or 5 years of experience as a Help Desk Analyst.
- HDI Support Center Analyst Certification (obtainable within six months of starting).
- Ability to pass and obtain government required background investigation.
- US Citizen or permanent resident.
- 5 years progressive experience as an IT Service Desk Analyst in an IT service delivery operation chartered with multi-faceted IT support.
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