Service Desk Support Specialist
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.
