Enterprise Service Desk Specialist
3 days ago
Job Summary
SOSi is seeking an experienced Enterprise Service Desk Specialist to join our team in a fast-paced, deadline-oriented environment. As an Enterprise Service Desk Specialist, you will be responsible for assisting users and other IT personnel with tracking, prioritizing, and resolving systems, services, and network issues within the supported environment.
Key Responsibilities
- Incident Management
- Document and assess incidents and service requests
- Perform initial data-gathering, identification, troubleshooting, and resolution if capable
- Create, review, track, and maintain detailed service records within the ticketing system
- Communication
- Effectively communicate with customers, team members, and leadership regarding request status, escalations, impacts, and resolutions
- Problem-Solving
- Fields and responds to user inquiries via appropriate communication methods
- Reviews ticket queues and provides timely updates, including reports on ticket status
- Sets up user, administrator, and service accounts, including group membership, email, distribution lists, and file shares
- Provides guidance, recommendations, assistance, and relevant training to end-users
- Performs systems/network monitoring of the relevant enclaves, including reviewing server/service/network performance, availability, planned, and unplanned service outages
- Coordinates response and escalation of requests in accordance with established processes and procedures
- Security
- Ensures facility, IT systems, equipment, and related data are secured in accordance with security policies and regulations
- Properly identifies and labels systems and data according to classification guidelines
- Professional Development
- Maintains current knowledge of relevant hardware and software applications as assigned
- Maintains system documentation
- Participates in the development and implementation of job-related procedures and standards
- Able to assist with process development, modifications/updates, and improvements
- Capable of providing work leadership to less-experienced personnel
Requirements
- Education
- Associate degree in a related field
- Experience
- Minimum of four (4) years of IT work experience
- Certifications
- DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP)
- Skills
- Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting, and support
- Comprehensive knowledge of Layer 1, 2, 3 equipment and protocols
- Preferred Qualifications
- Comprehensive knowledge of operating systems and applications
- Relevant IT certification
Work Environment
Working conditions are normal for an office environment. Fast-paced, deadline-oriented environment. May require periods of non-traditional working hours, including consecutive nights or weekends.
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