Position Information:

BreakForth Solutions is seeking a IT Service Desk Specialist Level II to join our team of dynamic professionals. We offer 100% paid medical benefits for the employee and a host of other amazing benefits. Please apply today!

Essential Functions

• Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems of users.
• Acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Specializes in certain aspects of technologies to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during peak hours.
• Level 2 performs more varied and difficult tasks compared to Level 1.
• Serves as the first contact with customers who need technical assistance throughout WRNMMC.
• Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
• Provide quick resolution and excellent customer service per the establish SLAs Redirects unresolved issues to Tier III technicians or escalate to GSC for next level support.
• Utilizes ServiceNow to manage tickets counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
• Obtains feedback and suggestions for workspace development.
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility.
• May be assigned to unblock CACs.
• May be assigned Entitlement Manager duties.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Other duties as assigned.

Education/Skills/Experience Requirements:

• Four (4) years of experience demonstrating the required proficiency.
• Bachelor’s degree and/or equivalency.
• Any of the below IAT level II certifications from DoD 8570.01:
  • CCNA-Security
  • CySA
  • GICSP
  • GSEC
  • Security CE
  • CND
  • SSCP
• Secret Clearance

BreakForth Solutions Incorporated is an equal-opportunity employer. We do not discriminate against any team member or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, veteran status, or any other characteristic protected by law.