Service Desk Support Specialist

1 week ago

Bloomington, Illinois, United States MITRE Full time

At MITRE, we're committed to tackling our nation's toughest challenges and creating a fulfilling life for our employees. As a not-for-profit corporation, we work for the public interest, without commercial conflicts to influence our work. Our R&D centers create lasting impact in fields like cybersecurity, healthcare, aviation, defense, and enterprise transformation. We're making a difference every day, working for a safer, healthier, and more secure nation and world.

The MITRE Service Desk is seeking a talented Executive/VIP Support Technologist to join our team. This demanding, high-visibility frontline concierge position supports our most senior executives and VIPs by offering both in-person and remote support on a wide range of IT and AV equipment, software, and conferencing systems. The ideal candidate will have excellent technical and interpersonal skills, experience supporting executives and VIPs, as well as commitment to solution ownership.

Key Responsibilities:
  • Primary contact responsible for the support of senior executives and VIP clients
  • Able to provide remote support for executives at remote locations or traveling and be flexible with support hours
  • Prioritizes and manages Executive/VIP support needs and provides weekly reporting to Service Desk leadership
  • Diagnose and resolve technology issues, including Windows, macOS, iOS, Office 365 (primarily Outlook), LAN, VPN, mobility devices, hardware and peripherals, and other technologies
  • Work with and provide support to engineering and other operational support teams
  • Support executive meetings
  • Follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution
  • Some travel required (10%)
  • Must be able to work onsite 5 days a week
Basic Qualifications:
  • Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a PhD with relevant experience who can immediately contribute at this job step; or equivalent combination of related education and work 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
  • Ability to manage multiple priorities, coordinate activities, and manage expectations
  • Excellent time management skills
  • Strong interpersonal skills and ability to work effectively across all levels of the organization, handling each request with discretion, tact, diplomacy and patience
  • 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
  • Ingenuity for applying a set of technical skills across multiple subject matter domains
  • Excellent written and verbal communication and presentation skills
  • This position has an on-site requirement of 5 days a week on-site
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

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

MITRE is proud to be an equal opportunity employer. MITRE recruits, employs, trains, compensates, and promotes regardless of age; ancestry; color; family medical or genetic information; gender identity and expression; marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics. For further information please visit the Equal Employment Opportunity Commission website EEO is the Law Poster and Pay Transparency.

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