Desktop Support Specialist

4 weeks ago


Cincinnati, Ohio, United States Convergenz Full time

We are seeking a skilled Desktop Support Specialist to join our team at Convergenz. The ideal candidate will possess at least two years of professional IT support experience and be proficient in troubleshooting, diagnosing, and resolving end-user issues on DELL devices.

This is a multi-year contract opportunity, and the work will be fully onsite in Cincinnati, OH.

Key Responsibilities:

  • Provide Tier 1 service desk support for moderately complex issues, how-to requests, and incidents
  • Process assigned service requests via the Government designated incident reporting system or by telephone, walk-in, or email
  • Open incidents on behalf of the customer, for metrics
  • Strive for first-call resolution; if beyond the capabilities of the service desk, elevate and assign the work request to the appropriate Tier 2 or Tier 3 work center for resolution
  • Help adapt and improve EISD offerings and move to a more proactive environment
  • Fulfill user requests, resolve service failures, perform routine operational maintenance, perform administrative tasks, and address/fix problems and incidents
  • Provide total ticket ownership for assigned tickets
  • Other duties as assigned

Security Clearance:

  • Active Public Trust or the ability to obtain a Public Trust
  • Pursuant to government contract, US Citizenship is required


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