Service Desk Specialist

Responsibilities

• Provide first-level technical support to end users across the organization.
• Troubleshoot and resolve basic hardware, software, and network issues, escalating more complex problems to higher tiers.
• Log and track incidents and service requests within a ticketing system, ensuring timely resolution and accurate documentation.
• Meet Service Level Agreements (SLA) and maintain high levels of customer satisfaction.
• Use knowledgebase articles and other resources to efficiently resolve user issues.
• Develop problem-solving and interpersonal skills under the guidance of senior and mid-level Technicians.
• Aid in user training and self-service initiatives, contributing to a positive user experience.

Qualifications

• High School Diploma
• One (1) or more years of relevant experience working in a Service Desk or Deskside Support environment.
• Fundamental understanding of computer hardware (desktops, laptops, peripherals) and software (Windows OS, common applications).
• Basic understanding of networking concepts (connectivity, TCP/IP).
• Familiarity with common software applications (Microsoft Office Suite, web browsers).

Preferred Qualifications

• Bachelor’s degree in information technology, computer science, or a related field.
• Experience supporting DoD programs.
• Experience in IT service management and ITIL-informed processes.
• Knowledge of ITSM tools such as ServiceNow and Jira.
• Experience with a ticketing system (even if in an educational setting) and remote desktop support tools.
• Basic experience with Active Directory.
• Basic hardware troubleshooting experience.

Clearance Requirements

Must have a current/active Secret clearance.

Physical Requirements

Must be able to remain in a stationary position 50%. Frequently operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.