IT Service Desk Specialist

You will serve as a critical technical resource, resolving a broad range of hardware and software issues while ensuring high levels of end-user satisfaction across a diverse computing environment., * Providing IT support in a heterogeneous environment including servers, mainframes, Windows, Mac, and Linux systems.

• Resolving complex technical issues related to computer and mobile hardware, software, and network connectivity.
• Maintaining and updating detailed records and incident tickets within the ServiceNow platform.
• Solving standard problems by analyzing possible solutions using technical experience, judgement, and precedence.
• Answering questions regarding system procedures, online transactions, and system status within a high-volume call center environment.
• Working with all stakeholders and internal teams to ensure complete and functioning systems that meet all user requirements.
• Managing a volatile call queue that requires consistent troubleshooting and immediate ticket documentation.

• High School Diploma/GED
• 3+ years of progressively responsible experience in computer hardware, software, and networking systems.
• Proven experience in the set-up, configuration, and troubleshooting of complex computer systems and data flows.
• Ability to coordinate with technical leads to solve problems, gather information, and report possible system outages.
• Excellent communication skills with the ability to articulate technical information clearly to callers and peers.
• Experience providing application and hardware support, including escalating issues to appropriate support teams when necessary.

Preferred Qualifications:

• Bachelor’s degree in Computer Science or a related technical field.
• Experience collaborating effectively with other IT analysts to document tickets and drive change throughout an organization.
• Familiarity with primary cyber risk and compliance automation tools or similar IT service management platforms.

Clearance Requirements:

• Must be able to obtain and maintain a Public Trust clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time.
• Needs to occasionally move about inside the office to access file cabinets and office machinery.
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations.
• Must be able to exchange accurate information in these situations.
• Ability to lift minor items weighing 50 lbs or less.