IT Service Desk Specialist

6 days ago

San Antonio, Texas, United States NetImpact Strategies Full time
Job Title: IT Service Desk Specialist

We are seeking a highly skilled IT Service Desk Specialist to join our team in San Antonio, TX. As an IT Service Desk Specialist, you will be responsible for providing comprehensive support for incident and request management, delivering high-quality customer service, and ensuring efficient resolution of IT issues.

Key Responsibilities:
  • Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
  • Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
  • Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
  • Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
  • Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
  • Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
  • Manage user access to systems and applications, ensuring compliance with security policies and procedures.
  • Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
  • Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
Qualifications:
  • One or more of the following certifications (IAT II): CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP.
  • Four (4) years of progressive experience demonstrating the required proficiency.
  • Bachelor's degree and/or equivalency.
  • Secret Clearance Eligible.

We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, paid time off, and pet insurance. We are an equal opportunity employer and welcome applications from diverse candidates.

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