Service Desk Specialist

Key Responsibilities & Skills

• Incident Management
• Problem Management
• Service Desk Operations
• End-User Support
• Customer Relationship Management
• Technical Documentation
• Project Management
• IT Security Compliance
• Trend Analysis & Continuous Improvement
• Remote & Onsite Support Coordination
• Communication of Technical Information
• Knowledge Base Development

Technical Skills

• Windows Desktop OS
• Microsoft Office Suite
• Citrix Virtual Apps
• Active Directory (AD) Management
• ServiceNow Ticketing System
• Network Protocols (TCP/IP, DNS, DHCP)
• Hardware Troubleshooting
• Software Troubleshooting
• Remote Support Tools
• Data Center File Server Operations
• Email Systems (Exchange)
• Security Policies & Controls

Education

Bachelor's Degree in Computer Science, Information Technology, Information Systems, Network Administration. Preferred: Master's in Information Technology, Master's in Cybersecurity, Master's in Business Administration (IT focus).

Industry Experience

• Government Transportation IT
• State Agency IT Support
• Large Enterprise Service Desk
• Public Sector IT
• Network Operations