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Senior IT Support Specialist

2 months ago

Springfield, Virginia, United States Vectrus Full time
Job Description

Overview

Vectrus is seeking a highly skilled Senior Service Desk Specialist to join our team. As a key member of our Information Technology (IT) Enterprise Service Desk, you will be responsible for providing top-notch technical support to our clients.

Key Responsibilities

  • Receive, prioritize, and resolve end-user submitted requests in a timely and efficient manner.
  • Use common vendor-provided and custom internal diagnostic tools to provide hands-on troubleshooting assistance at the desktop level.
  • Support complex end-user support issues independently and escalate tickets from Service Desk team members as needed.
  • Collaborate with internal stakeholders to resolve IT-related service requests, incidents, and problems.

Requirements

  • 4+ years of experience working in an enterprise IT Service Desk or Help Desk role.
  • Demonstrated experience providing technical assistance and support to enterprise Microsoft Windows desktop platforms.
  • Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites.
  • Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
  • Active DoD Top Secret with SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph.

Preferred Qualifications

  • Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
  • Formally trained and/or certified in ITIL modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
  • Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites.
  • Demonstrated experience with enterprise monitoring and network performance monitoring solutions.

About Vectrus

Vectrus is a leading provider of IT and business process services to the US government and commercial clients. We are committed to delivering high-quality solutions that meet the evolving needs of our clients.