Service Desk Support - Mid-Level

Responsibilities

• Serves as the first point of contact for users reporting IT application issues or submitting
  service requests through ticketing systems, email, and/or phone inquiries.
• Performs user administration tasks such as account creation, password resets, and permissions management.
• Supports incident and request management: Log, categorize, and prioritize all incidents and service requests. Diagnose, troubleshoot, and resolve user problems with usage and glitches. Escalate unresolved problems to the appropriate higher-level support teams. Document issue resolution and maintain service desk records.
• Supports documentation and knowledge sharing: Guide users through troubleshooting steps and provide training on how to use IT systems. Update and maintain documentation and knowledge bases for common issues and solutions. Provide user training, create FAQs, and draft announcements.
• Monitors system performance to ensure optimal functioning.
• Generates reports on incident trends and service support performance metrics to identify areas for improvement.
• Coordinates with other IT teams, such as development, engineering, and networking, to resolve issues.
• Standard Hours of Operation are between 7:00am – 6:00pm EST (8 hour shift - flexible between core hours (ex. 8-4 or 9-5), Monday through Friday. May require occasional support outside of normal business hours to support critical incidents.

Required Qualifications

• Must have Active Top Secret/SCI clearance.
• 3+ years experience of IT technical support or service desk experience in a professional or enterprise environment.
• 3+ years experience using ticketing systems, such as JIRA.
• 3+ years of customer service-oriented experience supporting remote users or working in a multi-location organization.
• 3+ years experience working independently, within a team environment and taking initiative to resolve issues.
• 3+ years’ experience supporting incident management, and documentation, knowledge sharing, and user and systems administration.
• Possess strong verbal and written communication skills, and interact effectively at all levels within the organization
• 1+ years experience and knowledge of ITIL and ITSM frameworks.
• 1+ years experience using Windows 11 and MS Office Suite (Word, Excel, Power Point and Outlook)

Desired Qualifications

• Bachelor’s degree from an accredited college or university in Computer Science, IT, Information Systems, or other degree in a related field.
• CompTIA A+, ITIL Foundations, or other relevant IT certifications.