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Lead IT Support Specialist

2 months ago

Springfield, Illinois, United States V2X Full time
Position Overview

V2X is a global leader in providing innovative solutions that seamlessly integrate physical and digital infrastructures. With over a century of experience in mission support, we are dedicated to enhancing security, optimizing logistics, and improving operational readiness. Our organization, valued at $3.9 billion and comprising 16,000 professionals, collaborates with clients worldwide to address their most intricate challenges with integrity and professionalism.

We are seeking a Senior Service Desk Specialist with a Top Secret clearance to assist our government clientele. This role necessitates an onsite presence and requires an active Top Secret/SCI clearance along with the capability to obtain and maintain a Counterintelligence (CI) Polygraph.

Key Responsibilities
  • Role Functions
    • The Senior Service Desk Specialist serves as a Tier 2 member of the IT Enterprise Service Desk, addressing IT-related service requests, incidents, and problems for the client's mission-critical systems.
  • Primary Duties
    • Responsible for receiving, prioritizing, documenting, and resolving end-user requests efficiently.
    • Utilize both vendor-supplied and proprietary diagnostic tools to deliver hands-on troubleshooting support at the desktop level.
    • Must be adept at independently managing complex end-user support issues and capable of assisting with escalated tickets from the Service Desk team.
    • This position requires onsite work due to the classified nature of the program.
Qualifications

Experience Requirements

  • A minimum of 4 years of experience in an enterprise IT Service Desk or Help Desk environment.
  • Proven experience in providing technical support for Microsoft Windows desktop platforms.
  • Experience with enterprise collaboration and productivity software, including Microsoft Office, SharePoint, and Skype for Business.
  • Familiarity with remote monitoring and management tools for troubleshooting and resolving issues across a global IT infrastructure.
  • Experience in direct customer interaction to accurately capture IT service requests and incidents.
  • Must meet the Cyber IT/Cybersecurity Workforce (CSWF) Technical Support Specialist (411) Intermediate Level for compliance.

Educational Background

Bachelor's Degree from an accredited institution; or

Certifications

  • CompTIA Security+ ce; or
  • GIAC Security Essentials (GSEC); or
  • Systems Security Certified Practitioner (SSCP)

Preferred Qualifications

  • Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certification is highly desirable.
  • Formal training or certification in ITIL modules such as Service Operation, Operational Support and Analysis, or Continual Service Improvement is preferred.
  • Experience with IT Service Management (ITSM) software suites like BMC Remedy, ServiceNow, or HP Service Manager.
  • Familiarity with enterprise monitoring solutions such as Microsoft System Center, IBM Tivoli, SolarWinds, or Splunk.
  • Knowledge of Microsoft Active Directory (AD) for user authentication and authorization.
  • Understanding of Microsoft PowerShell for diagnostic and analysis tasks.
  • Basic knowledge of networking troubleshooting concepts.

Security Clearance Requirements

This position mandates U.S. Citizenship and an active DoD Top Secret with SCI clearance, along with the ability to obtain and maintain a Counterintelligence (CI) Polygraph.

V2X is committed to fostering an inclusive and diverse workplace that values the contributions of every individual. Our dedication to integrity, respect, and responsibility enables us to leverage diverse perspectives, promote innovation, and achieve success in the global marketplace. We are an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, protected veteran status, or disability status.