Service Desk Support Specialist
On-siteBethesda, Maryland, United States
Job Summary
Serve as the initial point of contact between users and the IT service delivery department, handling chat, phone, email, and web support for communications, collaboration tools, and applications. Create detailed work logs and technical documentation within ServiceNow while performing generic problem solving on software, hardware, and new technologies. Evaluate incoming calls to determine support extent, escalate users to Tier II or Tier III as required, and provide instruction or training on existing or new systems. Assist with reviewing, evaluating, and recommending solutions for hardware and software problems while adhering to scripts, SOPs, and guidelines.
Required Qualifications
- Must be detail-oriented, organized, customer service-oriented and can work under tight deadlines
- Should have extensive experience providing Tier 1 support in the IT environment as a Help Desk Support Technician (Tier I or Tier II) with a large IT Service Support organization for 5+ years
- Have very good analytical troubleshooting skills in IT help desk support environment on popular applications, hardware, and new technologies
- Have working or similar knowledge of the following application and tools: (Microsoft Office 365 and its associated apps, Adobe, AD, Citrix, ServiceNow/Remedy, VDI systems, VPNs, SPOK, BeyondTrust Secure Remote Access, JAMF Apple management and Symantec Management Console.)
- Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers
- Experience with Microsoft office 365 applications installation, usage and troubleshooting
- 5+ years progressive experience as a Tier I or Tier II Customer Support Representative in a federal government IT service delivery operation chartered with large scale, multi-faceted IT support
- GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment
- HDI or other IT certifications
- Must be able to obtain and/or pass a public trust background check
- Must be able to work flexible hours and multiple locations
Desired Qualifications
- NIH experience
- ITIL Cert
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.