Enterprise Service Desk Specialist
4 weeks ago
Dutch Ridge Consulting Group, LLC is seeking a highly motivated Enterprise Service Desk Specialist to support a federal customer. Our team will provide network and IT infrastructure architecture and engineering consulting services, technical writing, day-to-day operations, system engineering for program enhancements, training, and support of the Information Technology (IT) program.
Responsibilities:
- Provide Tier 1 (basic) and Tier 2 (intermediate) support
- Maintain detailed processes, activities, and escalation paths
- Provide Help Desk Support
- Provide end-to-end problem tracking and resolution
- Field support calls
- Assign trouble ticket to appropriate team
- Record problem summaries and maintain knowledge base
- Submit customer satisfaction surveys
- Provide file/print support
Requirements:
- Must have experience supporting individuals with disabilities including visual impairment
- Five+ (5+) years of experience
- Bachelor's degree in relevant field
- Experience with enterprise systems and cloud systems (M365, AWS, Google)
- Experience with providing help desk support on IT hardware and software
- Experience with providing help desk support on applications
- Experience with accurately recording and tracking calls using help desk software
Location:
Ashburn, VA and/or Remote
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