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IT Service Desk Specialist
2 months ago
We are seeking a highly skilled IT Service Desk Specialist to join our team in San Antonio, TX.
Job SummaryThe IT Service Desk Specialist 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.
- Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
- 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.
NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change.
As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements.
We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics.
NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.
