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IT Service Desk Specialist Mid

1 month ago

Falls Church, Virginia, United States NetImpact Strategies Full time

We are seeking a highly skilled IT Service Desk Specialist to provide exceptional support for office automation and IT services across DC, VA, and MD Site locations.

The ideal candidate will manage incident handling, provide deskside support, and ensure effective communication with the Global Service Center (GSC).

This role requires strong problem-solving skills, technical expertise, and the ability to maintain IT systems and processes efficiently.

Responsibilities:

  • Utilize the Government's incident management system (currently MHS ServiceNow) to support all ITSM processes.
  • Provide on-site and/or remote support for office automation and IT services across various site locations using Enterprise supported networks.
  • Ensure proper escalation of incidents when necessary, documenting support requirements in approved SLAs/OLAs.
  • Establish and maintain communication processes with the Global Service Center (GSC) for efficient incident resolution.
  • Monitor and manage Incident Management support queues for quick resolution and escalation of incidents assigned to site-based support groups.
  • Provide user assistance to resolve software, hardware, account-based, or connectivity problems that cannot be resolved remotely by the GSC Tier 1 or other Enterprise Support Teams.
  • Establish and maintain user accounts and manage data transfers as needed.
  • Notify users of planned or unplanned changes in system availability or performance.
  • Monitor system performance and demand levels, ensuring efficient operation of IT services.
  • Document all processes and procedures for managing and supporting Readiness Systems in the provided Standard Management Manual (SMM).
  • Provide deskside support for LAN, WAN, wireless LAN, software, hardware, and network administration issues.
  • Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required by Enterprise Support Teams and policies.
  • Utilize managed Service Management Systems (SMSs) for automated management of customer service, request management, incident management, problem management, and reporting.
  • Ensure all support processes and procedures are documented and adhered to according to the SMM.

Qualifications:

  • Required:
    • Bachelor's degree and/or equivalency.
    • One or more of the following (IAT II):
      • CCNA-Security
      • CySA+ **GICSP
      • GSEC
      • Security+
      • CE
      • CND
      • SSCP
    • CE: Associate (professional preferred) level certification for supported technology.
    • Four (4) years of progressive experience demonstrating the required proficiency.
    • U.S. Citizen
    • Secret Clearance
  • Preferred:
    • Federal Consulting Industry Experience Preferred