IT Service Desk Specialist III

Lawelawe Training Services•Bethesda, MD

1d•Onsite

About The Position

The IT Service Desk Specialist III will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. Responsible for resolving moderate to highly complex technical issues.

Requirements

Six (6) years of experience demonstrating proficiency in providing IT support.
Bachelor degree
Active secret security clearance required
IAT-II level baseline certificate according to DoD 8570.01-M certificate requirements
Active CompTIA Security+ CE certification
Knowledge of hardware, software, and operating systems.
Strong customer service skills.
Effective communication skills.
Ability to work well under supervision and as part of a team.
Must be a US Citizen

Responsibilities

Answer questions, analyze problems, and provide technical assistance to end users for hardware, software, and systems.
Resolve computer software and hardware problems for users.
Serve as a contact point for users experiencing issues with computer software, hardware, and operating systems.
Provide resolutions for low to moderate technical issues.
Acts as the escalation path to resolve moderate to highly complex technical issues.
Offer support for call overflow during peak times or reduced staff hours.
Serves as the first contact with customers who need technical assistance
Performs troubleshooting PCs, Laptops, Printers, and other devices
Provide quick resolution and excellent customer service.
Redirects unresolved issues to level 4 technicians and team leads or escalates to GSC for next level support as necessary.
Utilizes ServiceNow to manage tickets counts and respond to users
Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting
Establish a timeline and protocol for harder-to-solve problems
Perform system administrator level duties including server administration and security patching, and enterprise system support
Responsible for maintaining an accurate and complete Government asset inventory
Other duties as assigned.