at NetImpact Strategies, Inc. in Great Lakes, Illinois, United States
Job Description
IT Service Desk Specialist - Mid
Job Locations
US-IL-Great Lakes
Job ID
2024-3021
Category
Helpdesk / Customer Support
Type
Full Time
Job Description
We are currently seeking a highly capable and experienced IT Service Desk Specialist - Level II to join our team in Great Lakes, IL. As an IT Service Desk Specialist, you will be responsible for providing comprehensive support for incident and request management, delivering high-quality customer service, and ensuring efficient resolution of IT issues. If you have a strong background in IT support, excellent communication skills, and a commitment to delivering exceptional service, we encourage you to apply for this position.
Responsibilities
Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
Manage user access to systems and applications, ensuring compliance with security policies and procedures.
Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
Identify opportunities for process improvement within the service desk operations and implement solutions to enhance service delivery.
Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
Facilitate knowledge transfer sessions to ensure users are equipped with the necessary skills and knowledge to utilize IT resources effectively.
Assess the training needs of users and develop tailored training programs to address identified gaps.
Create and maintain user manuals, guides, and other documentation to support IT training efforts.
Gather feedback from training participants to evaluate the effectiveness of training programs and identify areas for improvement.
Manage the scheduling, coordination, and logistics of IT training programs to ensure successful execution.
Provide support and training to users during the implementation of new technologies to facilitate smooth transitions and minimize disruptions.
Promote a culture of continuous learning by encouraging users to participate in ongoing training and development opportunities.
Engage with stakeholders to understand their training requirements and ensure alignment with organizational goals and objectives.
Regularly update training materials and documentation to reflect changes in IT systems, applications, and processes.
Qualifications
Required
IAT II: Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Associate (professional preferred) level certification for supported technology as approved by the COR.
Four (4) years of progressive experience demonstrating the required proficiency.
Bachelor's degree and/or equivalency.
Secret Clearance
Preferred
Current or past DHA support experience preferred
Federal Consulting Industry Experience Preferred
About Us
Perks of working at NetImpact Strategies
Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required
Work hard, play hard - we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays
Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)
Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications
Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2020, & 2022!
Have fun and celebrate and give back - Team building activities,... For full info follow application link.
NetImpact Strategies, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by applicable law. Recruitment, training and development, transferring and promotion practices are performed without regard to the above listed items.
