IT Service Desk Specialist - Level II

Description

Overview: Clearwaters.IT is seeking a dedicated IT Service Desk Specialist - Level II to join our team and provide exceptional technical support to our clients. This role is essential in ensuring that our client's IT systems operate efficiently and that any issues are resolved promptly.

Key Responsibilities:

• Manage and resolve Level II service desk tickets related to hardware, software, and network issues.
• Investigate and troubleshoot incidents reported by users to restore normal service as quickly as possible.
• Problem Management: Identify and manage the causes of incidents of an IT service. This service area will just not be about finding and fixing incidents but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause.
• Configuration Management: Perform all configuration management activities in accordance with industry best practices. Status reports, as necessary, shall be available to the Government within 24 hours of request. The Employee shall ensure that all configuration management processes and configuration management data collection are compatible with the Government preferred configuration management.
• Escalate unresolved issues to appropriate support teams when necessary.
• Document and record all incidents, service requests, and resolutions in the ticketing system.
• Maintain knowledge of current technological developments and best practices in the IT service desk field.
• Participate in continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Assist in the development and maintenance of service desk documentation and knowledge base.

Work Environment: The successful candidate will work in an office setting where effective communication and teamwork are emphasized.

Requirements

• Bachelors Degree and/or equivalency.
• 4+ years of experience in an IT Service Desk or support role.
• Proficiency in Windows Operating Systems, Microsoft Office Suite, and Remote Desktop Support Tools.
• Experience with ServiceNow ticketing systems and ITIL principles.
• Strong problem-solving skills and ability to think critically under pressure.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Must possess CompTIA Security + certification and/or another IAT Level 2 equivalent to comply with DoD 8570.01-M

Benefits

Competitive salary and benefits package, including:

• Health, dental and vision insurance
• 401(k) with company match
• Paid time off (PTO) for vacation, sick leave, and personal days
• Professional development reimbursement
• Other benefits, including life insurance, disability insurance, and employee assistance programs