Senior IT Support Specialist
2 weeks ago
S4 Inc. is seeking a Senior Service Desk Specialist to enhance the Information Technology Enterprise Services (NITES) program, providing essential support to key defense operations.
Work Location:
Peterson SFB, CO
Clearance Requirement:
Must hold an active Secret clearance.
Educational Background:
An Associate's degree or equivalent experience is required.
Experience Requirements:
A minimum of 8 years in relevant IT support roles is essential.
Certification Standards:
Candidates must possess a DoD approved baseline certification or higher (Network+, A+ or Security+).
Work Schedule:
Monday - Friday, 6AM-2PM shift
Travel Expectations:
Occasional travel may be required.
Key Responsibilities:
- Incident Management:
Act as the primary contact for users facing IT challenges, providing initial diagnosis and resolution. Accurately log incidents and service requests, maintaining comprehensive records of issues and solutions. Classify incidents based on urgency and impact, escalating unresolved matters to the appropriate technical teams. Monitor incident progress, 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 variety of IT challenges, including hardware, software, and network-related problems. Guide users on IT processes and best practices to improve their experience. - Service Requests and Documentation:
Manage service requests in accordance with established procedures, ensuring accurate and efficient fulfillment. Assist in the creation and review of documentation, including service desk metrics and standard operating procedures (SOPs). Maintain detailed records of all service desk activities to support continuous improvement. - Operational Support:
Support the implementation of the N&NC technical roadmap, assisting with the integration of new technologies and processes. Collaborate with other IT teams to ensure seamless operation of IT systems and services. Maintain an organized service desk environment, ensuring all tools and resources are readily available.
Qualifications:
A minimum of 8 years of experience in IT service desk operations or a similar capacity is required.
Technical Skills and Certifications:
Must hold a DoD approved baseline certification or higher.
Security Clearance:
An active Secret clearance is mandatory.
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 is preferred. Experience in a military or defense environment is advantageous.
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.
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