Senior Service Desk Specialist

ZipRecruiter; Arlington (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Service Desk Specialist to join their dynamic Technology Solutions group. This role involves collaborating with customers and team members to deliver innovative technical solutions that address real business challenges. The ideal candidate will have extensive experience in technical support, strong communication skills, and a passion for technology. You will be instrumental in ensuring smooth operations by managing trouble tickets and providing essential assistance to users. Join a team that values learning and growth, and contribute to impactful projects that enhance service delivery.

Qualifications

• 10 years of experience in a similar role.
• Strong communication and organizational skills are essential.

Responsibilities

• Open trouble tickets and service orders for all requests.
• Provide O&M assistance and technical support to users.

Skills

Technical Problem Solving

Communication Skills

Organizational Skills

Customer Service

Education

Bachelor's Degree in a Related Field

Tools

Trouble Ticket Database

Job description

Senior Service Desk Specialist

Location: On-site in Arlington, VA

IPTA is passionate about providing our customers with technical solutions that meet their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners, we design practical solutions that address real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven methods.

Our Team:

We seek talented individuals enthusiastic about applying technology to deliver innovative outcomes, embodying "fierce determination, fearless integrity, and passionate service." We believe our people are key to our success. By encouraging continued learning, our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging technical business problems
• Self-directed professionals
• Hunger to continually learn and grow

Responsibilities:

• Open trouble tickets or service orders in the installation trouble ticket database for all trouble and service requests received
• Forward all communications regarding trouble tickets to the appropriate work center or service queue for fault isolation, problem resolution, or work request completion
• Follow all Standing Operating Procedures and create new procedures as needed, with prior approval from government leads
• Provide Operations & Maintenance (O&M) assistance to users
• Test and analyze computer malfunctions using common techniques; perform help desk duties; provide technical assistance to local users to minimize operational disruptions; and offer guidance and informal training to help users understand system and network relationships

Requirements:

• Bachelor's degree in a related field
• Ten (10) years of experience in a similar role
• Strong communication and organizational skills
• IAT or IAM Level I certification
• Active Security Clearance

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunities to all qualified individuals. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations, and recreational programs, are based on principles of equal opportunity.

Our employees' diverse backgrounds, skills, and ideas contribute to a rich working environment and foster greater innovation.