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Senior IT Support Specialist
2 months ago
Senior IT Support Specialist
Location:
Colorado Springs, CO
Clearance Requirement:
Secret clearance
Educational Background:
Associate's degree or equivalent experience
Experience Required:
At least 8 years of relevant experience in IT support
Certification:
Must hold a DoD approved baseline certification or higher (such as Network+, A+, or Security+).
Work Schedule:
Monday to Friday, 6 AM to 2 PM
Travel Requirements:
Occasional travel may be necessary
Job Overview:
S4 Inc. is looking for a Senior IT Support Specialist to join our team in providing exceptional support for the Information Technology Enterprise Services (NITES) program, specifically in support of the North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM).
Key Responsibilities:
Incident Management:
- Act as the primary contact for users facing IT challenges, offering initial assessment, diagnosis, and resolution.
- Accurately log incidents and service requests, maintaining comprehensive records of issues, solutions, and actions taken.
- Classify and prioritize incidents based on urgency and impact, escalating unresolved matters to the appropriate technical teams.
- Monitor the status of incidents and service requests, ensuring timely updates and effective communication with users.
Problem Resolution:
- Leverage technical expertise to effectively resolve user issues, utilizing databases and knowledge bases for potential solutions.
- Address a diverse range of IT problems, including hardware, software, and network-related issues.
- Provide users with guidance on IT processes, tools, and best practices to enhance their overall experience.
Service Requests and Documentation:
- Manage service requests according to established procedures, ensuring accurate and efficient fulfillment.
- Assist in the preparation and review of documentation, including service desk metrics, status reports, and standard operating procedures (SOPs).
- Maintain clear and concise records of all service desk activities, contributing to ongoing improvement initiatives.
Operational Support:
- Support the implementation of the N&NC technical roadmap, including assisting with the integration of new technologies and processes.
- Collaborate with other IT teams to ensure the seamless operation of IT systems and services.
- Keep the service desk environment organized, ensuring all tools and resources are readily available for efficient operation.
Qualifications:
- Minimum of 8 years of experience in IT service desk operations or a similar role.
Technical Skills and Certifications:
- Must possess a DoD approved baseline certification or higher.
Security Clearance:
- Active Secret clearance is required.
Desired Skills:
- Strong troubleshooting and problem-solving abilities with a commitment to delivering high-quality IT support.
- Excellent communication skills, capable of interacting effectively with users at all levels.
- Familiarity with ITIL processes and best practices for service desk operations.
- Experience in a military or defense environment is advantageous.
Additional Information:
S4 Inc. offers competitive salaries and a comprehensive benefits package, including 401(k) and universal time off. We are an Equal Opportunity Employer, including Veterans/Disabled. S4 participates in the E-Verify employment verification program.
