Deskside Support Specialist

G2IT; O'Fallon (IL); On-site; USD 50,000 - 55,000; Full time

Job summary

G2IT is seeking a Service Desk Support Specialist to deliver frontline technical support to customers in a fast-paced environment. You will troubleshoot hardware, software, and connectivity issues while maintaining strong customer service on a watch-floor team.

Requirements include 2+ years of service desk experience, US citizenship, Active DoD Secret Clearance, and IAT Level II certification; BA/BS or equivalent preferred. Annual salary ranges from $50,000 to $55,000 depending on experience.

Qualifications

• Minimum 2 years of solid Service Desk or Help Desk experience.
• Must be a U.S. Citizen with an Active DoD Secret Security Clearance.
• DoD 8570/8140 IAT Level II certification required.
• BA/BS degree or equivalent experience preferred.
• ITIL Foundation v3 or higher certification is a plus.
• Experience with BMC Remedy or similar ITSM platform is preferred.

Responsibilities

• Provide first and second-tier technical support for desktops, laptops, printers, and software.
• Serve as frontline support on the watch floor, handling timely service requests.
• Troubleshoot hardware, software, and connectivity issues for end users.
• Collaborate with network, systems, and application teams to restore service.
• Document incidents and resolutions in the ITSM system; follow procedures.

Skills

Customer service

Verbal & written communication

Troubleshooting

Team collaboration

Education

BA/BS degree or equivalent experience

Active DoD Secret Security Clearance

ITIL Foundation v3 or higher

Tools

BMC Remedy

Job description

G2IT is seeking a Service Desk Support Specialist to support client-facing strategic initiatives. The Service Desk Support Specialist will serve as a key member of the operations team, providing frontline technical support to customers in a fast-paced, mission-focused environment. This position is located on the watch floor, where you will directly assist end users, troubleshoot technical issues, and ensure timely resolution of service requests while supporting mission operations.

This is typically a Monday-Friday, 8-hour per day position; however, during Real World mission events, work schedules and duty hours may be adjusted to meet operational requirements.

As a Service Desk Support Specialist, you will work on high-visibility and mission-critical activities, providing exceptional customer service while resolving technical issues independently. Strong communication skills and a customer-focused mindset are essential, as you will interact directly with users on a daily basis.

Your regular activities will include:

• Provide first and second-tier technical support to end users for desktop computers, laptops, monitors, printers, peripherals, and software applications.
• Serve as a frontline customer support representative on the watch floor, responding to technical issues and service requests in a professional and timely manner.
• Troubleshoot, diagnose, and resolve hardware, software, and connectivity issues while maintaining excellent customer service.
• Interact with network services, systems engineering, and application support teams to restore service and resolve complex technical issues.
• Simulate or recreate user problems to identify root causes and implement effective solutions.
• Document incidents, service requests, troubleshooting steps, and resolutions within the organization's IT Service Management (ITSM) system.
• Execute fault isolation and diagnostic procedures to ensure corrective actions are completed in a timely manner.
• Support Incident Management, Request Fulfillment, and end-user device installation, configuration, operation, and maintenance.
• Install, configure, and maintain desktops, laptops, virtual clients, monitors, printers, and other end-user peripherals.
• Follow established troubleshooting procedures and contribute to the development and improvement of technical documentation and knowledge base articles.
• Support mission operations during contingency and Real World events by adjusting work schedules as operational requirements dictate.

Requirements:

• Minimum of 2 years of solid Service Desk or Help Desk support experience in an enterprise IT environment.
• Excellent verbal and written communication skills with a strong customer service focus.
• Ability to work effectively in a fast-paced, mission-critical watch floor environment.
• Experience troubleshooting Windows operating systems, Microsoft Office applications, desktop hardware, printers, and common network connectivity issues.
• BA/BS degree or equivalent experience preferred.
• Must be a U.S. Citizen.
• Must possess and maintain an Active DoD Secret Security Clearance.
• Must possess a current DoD 8570/8140 IAT Level II certification (Security+ CE or equivalent).
• ITIL Foundation v3 or higher certification is a plus.
• Experience with BMC Remedy or a similar Enterprise IT Service Management (ITSM) platform is preferred.

Annual Salary: $50,000-$55,000, depending on experience.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in G2IT's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.