Enterprise Service Desk Specialist

4 weeks ago


Ashburn, Virginia, United States Dutch Ridge Consulting Group Full time
Job Description

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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