Mission-Critical Service Desk Specialist

G2IT, LLC.; Illinois; On-site; USD 50,000 - 55,000; Full time

Job summary

G2IT, LLC. is seeking a Service Desk Support Specialist to provide frontline technical support to customers in a fast-paced, mission-focused environment. The role is on the watch floor, with occasional schedule adjustments during Real World mission events.

Responsibilities include first/second-tier support for desktops, laptops, printers, and software; troubleshooting hardware and network issues; coordinating with IT teams; and documenting resolutions in the ITSM system. Must be a U.S.

Qualifications

• Must have 2+ years of solid Service Desk or Help Desk experience.
• Excellent verbal and written communication with strong customer focus.
• Ability to work effectively in a fast-paced, mission-critical watch floor environment.

Responsibilities

• Provide first and second-tier technical support for desktops, laptops, monitors, printers, peripherals, and software.
• Serve as frontline watch floor support, responding to issues professionally and promptly.
• Troubleshoot hardware, software, and connectivity issues while delivering great customer service.
• Coordinate with network services, systems engineering, and application support to restore service.
• Document incidents, requests, and resolutions in the ITSM system.
• Perform fault isolation and diagnostic procedures to ensure timely fixes.
• Support incident management, request fulfillment, and device installation/maintenance.
• Install, configure, and maintain end-user devices and peripherals.
• Follow procedures and contribute to knowledge base documentation.
• Adjust work schedules during Real World events to support mission operations.

Skills

Customer service

Communication

Troubleshooting

Fast-paced

Education

BA/BS degree or equivalent experience

Tools

BMC Remedy

ITSM platform

Job description

G2IT, LLC. is seeking a Service Desk Support Specialist to provide frontline technical support to customers in a fast-paced, mission-focused environment. The role is on the watch floor, with occasional schedule adjustments during Real World mission events.

Responsibilities include first/second-tier support for desktops, laptops, printers, and software; troubleshooting hardware and network issues; coordinating with IT teams; and documenting resolutions in the ITSM system. Must be a U.S.