Service Desk Specialist II

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

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