IT Service Desk Specialist - Level II

About This Role

Provide top-tier technical support to end-users, resolving complex issues and contributing to an exceptional service delivery experience for IT services. This role is 100% on-site and requires a security clearance.

Responsibilities

• Respond to and resolve Level II service desk tickets escalated from Level I support
• Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions
• Work collaboratively with IT teams to ensure incidents are quickly and effectively managed
• Utilize ITIL frameworks to enhance service management practices and improve workflow processes
• Update and maintain detailed documentation related to troubleshooting steps and resolutions
• Participate in user training and awareness programs to maintain high levels of service satisfaction
• Engage in regular team meetings to discuss ongoing issues and improvements
• Stay updated on emerging trends and technologies in IT support and suggest improvements

Requirements

• Minimum of 4 years of experience in a technical support or service desk role
• Strong understanding of Windows and Mac OS environments, as well as common business applications
• Experience with Active Directory and other network infrastructure tools
• Excellent problem-solving and troubleshooting skills
• Strong communication skills, both verbal and written
• Ability to work in a fast-paced, team-oriented environment
• CompTIA Sec+ certification
• Possess T3 for suitability security clearance or be able to obtain it

Qualifications

• Associate's degree in Computer Science or related field preferred; Bachelor's degree a plus.
• Minimum of 4 years of experience in a technical support or service desk role.

Nice to Have

• Associate's degree in Computer Science or related field
• Bachelor's degree
• Experience with ticketing systems like ServiceNow

Skills

* Required skills

Benefits

Certifications