IT Service Desk Specialist - Level I - MEADE

Job Description

Daily Responsibilities:

• Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services.
• Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users).
• Answer questions, analyze problems and provide technical assistance.
• Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support).
• Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes.
• Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations.
• Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary.
• Professionally communicate with customers while being able to breakdown technical information for customers to understand
• Escalate complex technical issues to appropriate MHS-SHD assignment group
• Other duties as assigned.

Required Experience:

• 2 years of experience demonstrating the required proficiency.

Required Degree:

• High School Diploma or G.E.D.

Required Certification:

• IAT I
• CE

Required Clearance: No clearance needed. Applicant must obtain and maintain a favorable suitability adjudication.