IT Service Desk Specialist

1 week ago

San Diego, California, United States ECS Limited Full time
Job Description:

We are seeking a highly skilled IT Service Desk Specialist - Level II to join our team in San Diego, CA. 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.
  • Identify opportunities for process improvement within the service desk operations and implement solutions to enhance service delivery.
  • Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
Requirements:
  • Bachelor's degree and/or equivalency.
  • Public Trust security clearance.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong analytical and technical skills.
Benefits:

ECS offers a competitive salary range of $72,000-$82,000 and a comprehensive benefits package, including health insurance, retirement plan, and paid time off.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law.

ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

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