Service Desk Specialist

5 days ago

Colorado Springs, CO, United States RedBeard Solutions Full time

About the Role

We are seeking a Service Desk Intake Support Specialist to join our team in Colorado Springs, CO. This role supports a high-visibility, mission-focused IT environment, providing first-line technical assistance and ensuring reliable access to critical systems.

You will serve as the initial point of contact for users, troubleshooting a wide range of issues related to hardware, software, networking, system access, and telecommunications. This position plays a vital part in maintaining system readiness and ensuring efficient resolution of user requests.

Key Responsibilities

  • Provide technical support via phone, ticketing system, or self-service portal for hardware, software, network, and system/application access issues.
  • Diagnose, identify, isolate, and analyze technical problems using the knowledge base and historical records.
  • Route tickets when needed to specialized support teams.
  • Maintain accurate documentation in tracking databases and ticketing systems.
  • Recognize recurring issues and escalate patterns or concerns to management.

Minimum Qualifications

  • AA degree in a related discipline and 3+ years of relevant experience
  • - OR -
  • High School diploma with 5+ years of relevant experience and applicable certification
  • Compliance with DoD 8140 IAT II requirements (e.g., Security+ CE)
  • Must be a U.S. Citizen
  • Must possess an active TS/SCI security clearance

Preferred Qualifications

  • Strong technical and communication skills with the ability to interact effectively with users at all levels.
  • Experience working with DoD cryptographic equipment and related material handling.
  • Troubleshooting experience with computer systems, networks, and operating systems (Solaris, Unix, Linux).
  • Familiarity with DoD messaging systems.
  • Background supporting systems in a mission-critical, highly monitored operational environment.

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