Service Desk Specialist

Responsibilities

• Provide Tier 2/Tier 3 technical support for end users operating in a secure military IT environment.
• Diagnose and resolve hardware, software, account, access, endpoint, application, peripheral, and connectivity issues independently when within authority and technical scope.
• Maintain accurate incident records and customer communications.
• Maintain operational trackers, ticket trackers, asset trackers, onboarding/offboarding trackers, issue logs, and other recurring reporting tools.
• Identify recurring issues, ticket trends, process gaps, service degradations, and operational risks.
• Support user onboarding, offboarding, device issuance, device return, account maintenance, and access request workflows.
• Coordinate with engineering and cybersecurity teams when device issues involve configuration baselines, certificates, encryption, remote access components, or security controls.
• Maintain equipment accountability records and inventory databases.
• Support equipment issuance, transfer, return, and replacement activities.
• Support asset audits, inventory reconciliation, property accountability reviews, and equipment status reporting.
• Update and maintain SOPs, job aids, knowledge articles, user guides, FAQs, troubleshooting guides, and recurring issue documentation.
• Recommend improvements to reduce ticket volume, improve first-contact resolution, shorten resolution timelines, and improve the customer experience.

Qualifications

• Active Secret Security Clearance.
• CompTIA Security+ CE or DoD IAT Level II certification.
• US Citizenship.
• Minimum 3 years of IT support experience, including at least 1 year performing Tier 2 or higher service desk, desktop support, endpoint support, or enterprise technical support.
• Experience supporting Windows workstations and enterprise applications.
• Experience using ServiceNow, AESMP, or a comparable ITSM/ticketing system.
• Experience managing ticket queues, documenting troubleshooting steps, escalating issues, and maintaining accurate ticket records.
• Experience in imaging, configuring, deploying, troubleshooting, and maintaining laptops, mobile devices, tablets, and other end-user equipment.
• Experience supporting account administration, access requests, onboarding, offboarding, and user support workflows.
• Strong written and verbal communication skills.
• Strong customer service, organizational, troubleshooting, and follow-through skills.
• Ability to work independently, prioritize competing tasks, and support multiple users and stakeholders in a mission-focused environment.
• Ability to participate in after-hours support, maintenance windows, and outage response activities when required.