Service Desk Specialist II

ETalent; Vienna (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A well-known service company in Vienna, VA is seeking a Service Desk Specialist II. This role involves providing top-notch customer service, troubleshooting hardware and software issues, and managing service desk tickets. The ideal candidate will have an active Top Secret Clearance and the ability to support on-site operations 24/7. Candidates must demonstrate a strong knowledge of customer support principles and be ready to assist with both IT and facility issues.

Qualifications

• Knowledge of customer service and support principles.
• Ability to install, configure, and troubleshoot hardware/software.
• Formal presentation and training to customers required.

Responsibilities

• Respond to and resolve customer requests.
• Create and manage tickets in the service desk queue.
• Communicate effectively with users on various issues.
• Support on-site shift operations 24/7.

Skills

Customer service

Troubleshooting

Knowledge of hardware/software

Formal training abilities

Knowledge-based applications

Job description

Job Description

Title: Service Desk Specialist II
Location: Vienna, VA
Fulltime

Shift: M-F 6:00am-2:30pm

Clearance: Active Top Secret Clearance

Responsibilities

• Must be able to demonstrate knowledge of customer service and customer support principles and methods.
• Must be able to report, respond to, and resolve customer requests.
• Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
• Must be able to present formal and informal training and assistance to customers.
• Must be able to demonstrate knowledge of knowledge-based applications.
• Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
• Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
• Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
• Monitor ticketing queue and work on assigned tickets.
• Resolve all issues based on priority for unclassified and classified networks.
• Communicate effectively with users and update tickets with all relevant information.
• Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
• Support on-site shift operations 24/7/365.
• Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
• Assist with hardware decommissioning.

Additional Information

All your information will be kept confidential according to EEO guidelines.