Service Desk Specialist II

Title

Service Desk Specialist II

Location

Vienna, VA

Fulltime

Shift

M-F 6:00am-2:30pm

Clearance

Active Top Secret Clearance

Responsibilities

Must be able to demonstrate knowledge of customer service and customer support principles and methods.

• Must be able to report, respond to, and resolve customer requests.
• Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
• Must be able to present formal and informal training and assistance to customers.
• Must be able to demonstrate knowledge of knowledge-based applications.
• Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
• Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
• Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
• Monitor ticketing queue and work on assigned tickets.
• Resolve all issues based on priority for unclassified and classified networks.
• Communicate effectively with users and update tickets with all relevant information.
• Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
• Support on-site shift operations 24/7/365.
• Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
• Assist with hardware decommissioning

All your information will be kept confidential according to EEO guidelines.