Service Desk Specialist

• Provide Tier I support for hardware, software, and application issues
• Support users via phone and ticketing systems
• Troubleshoot desktops, laptops, printers, and Windows applications
• Escalate complex issues to Tier II and Tier III teams
• Document incidents and resolutions
• Assist users through remote support
• Deliver high-quality customer service in a mission-critical DoD environment

• Active TS/SCI eligibility or ability to meet program requirements
• Bachelor’s + 2 years IT experience, OR Associate’s + 4 years, OR High School Diploma + 8 years

• One IAT Level II certification: o Security+ o CCNA Security

• Ability to obtain Microsoft or Azure certification within 180 days
• STIG implementation experience
• IAVA remediation experience
• System imaging and CERP replacement experience
• Strong troubleshooting and customer support background
• Experience supporting user accounts, email access, file storage, and desktop issues
• Experience supporting Windows-based environments

Plusses

• Microsoft certification
• Azure certification
• Enterprise Service Desk experience
• DoD environment experience