IT Service Desk Specialist II

We’re seeking an Information Technology Project Manager with an excellent working knowledge of current operations, systems, and policies used at the Defense Health Agency (DHA) or other government offices to provide day-to-day management and support to the USAFA., * Manage tickets (incidents, cases, and requests) that have been initiated and/or assigned to the Site.

• Answer IT support calls and respond to questions.
• Direct calls that do not belong to the Site back to Tier 1 (i.e., enterprise service desk).
• Manage the IT Service Desk queue and complete work orders within the applicable Service Level Agreement (SLAs) for the Support Locations.
• Support local assets, new technology acquisition, and life cycle management for desktops, laptops, tablets, printers, and other IT hardware through DHA Life-Cycle-Management (LCM).
• Follow established DHA procedures to request and obtain software licenses.
• Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.

Minimum 2 years of work experience as a project administrator in the information technology sector.

• Excellent verbal communication skills. .

• Must have strong interpersonal and listening skills and the ability to effectively interact with all levels of WAMC Staff in a professional manner and with a professional demeanor

• Ability to work collaboratively in a diverse team environment.

Related experience and/or education:

• Candidates MUST have U.S. citizenship or the ability to obtain citizenship and be able to pass a government background investigation.