IT Veterans Service Desk Specialist L2 Mid 13942640 in Colorado Springs, Colorado
Service Desk Specialist L2Colorado Springs, CO - Sun Peak SCIFJob Summary:IT Veterans is seeking a highly motivated Service Desk Specialist to join ourteam. You must have an active TS/SCI clearance with a CI Poly.Responsibilities:* Resolves technical problems and answers queries by telephone or self-serviceticket in support of internal and/or outside customer computer hardware,software, network, system/application access, and telecommunications systems.* Diagnoses, identifies, isolates, and analyzes problems utilizinghistorical database records.* May route calls to product line specialists, application, or systemsupport specialists.* Maintains and updates records and tracking databases.Alerts management to recurring problems and patterns of problems.Required Qualifications:* TS/SCI clearance with a CI Poly.* Associate degree with 2 years' experience* Must have and maintain a DoD 8570 approved IAT II level certification.* Provides first contact and incident resolution to customers with H/W,S/W and application problems includes both customer telephone support aswell as electronically submitted requests* Provides polite and customer friendly service support for problem resolution* Attempts to resolve as many incidents as possible during the firstcontact, or at Tier 1.* Efficiently escalates incidents to higher Tier II or Tier III when required* Documents incident status and solutions in incident database tools* Possesses current working knowledge of computers, printers, laptops andcommon windows applications* Works through various types Tier II issues with telephone assist* Provides answers to Frequently Asked Questions or solutions to commonproblems as part of a customer self-help capabilitySchedule: Mid Shift: 10:30pm - 6:00amThis position does require employees to work one weekend day a month.At IT Veterans LLC, we are committed to providing an environment of mutualrespect where equal employment opportunities are available to all applicantsand teammates without regard to race, color, religion, sex,pregnancy, national origin, age, physical and mental disability,marital status, sexual orientation, gender identity, genderexpression, genetic information, military and veteran status, and anyother characteristic protected by applicable law. We believe that diversityand inclusion among our teammates is critical to our success.