What are the responsibilities and job description for the IT Service Desk Specialist - Level II (DHA Great Lakes) position at Clearwaters.IT?
Position Summary: Clearwaters.IT is looking for an IT Service Desk Specialist - Level II to join our dynamic team. In this role, you will provide top-tier technical support to our end-users, ensuring smooth and effective operations of IT services. You’ll be the go-to person for resolving complex issues and contributing to an exceptional service delivery experience.
This position is 100% on-site.
Key Responsibilities:
- Respond to and resolve Level II service desk tickets escalated from Level I support.
- Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions.
- Work collaboratively with IT teams to ensure incidents are quickly and effectively managed.
- Utilize ITIL frameworks to enhance service management practices and improve workflow processes.
- Update and maintain detailed documentation related to troubleshooting steps and resolutions.
- Participate in user training and awareness programs to maintain high levels of service satisfaction.
- Engage in regular team meetings to discuss ongoing issues and improvements.
- Stay updated on emerging trends and technologies in IT support and suggest improvements.
- Associate's degree in Computer Science or related field preferred; Bachelor's degree a plus.
- Minimum of 4 years of experience in a technical support or service desk role.
- Strong understanding of Windows and Mac OS environments, as well as common business applications.
- Experience with Active Directory and other network infrastructure tools.
- Excellent problem-solving and troubleshooting skills.
- Strong communication skills, both verbal and written.
- Ability to work in a fast-paced, team-oriented environment.
- CompTIA Sec certification required.
- Experience with ticketing systems like ServiceNow is a plus.
- Must possess T3 for suitability security clearance or be able to obtain it.
Competitive salary and benefits package, including:
- Health, dental and vision insurance
- 401(k) with company match
- Paid time off (PTO) for vacation, sick leave, and personal days
- Professional development reimbursement
- Other benefits, including life insurance, disability insurance, and employee assistance programs