Job Title: IT Service Desk Specialist- Level I
Location with zip code: 57950 Leavenworth Street, Building 250, McConnell Air Force Base, Kansas, 67221
Duration: FTE
Certifications: (IAT I)
Roles and Responsibilities:
- IT Security Designation: ADP/IT-III
- Investigation Required: Tier 3 (T3)
- IA Technical/Management Designation: IAT I and CE
- Commercial (Baseline) Certificates: IAT I: As per Section 3.0 of DoD 8570.01-M, certification requirements. CE: Associate level certification for supported technology, as approved by the COR.
- Experience in this Discipline: A minimum of two (2) years of progressive experience demonstrating proficiency in providing technical support, problem-solving, and troubleshooting for IT hardware and software.
- Strong troubleshooting skills with the ability to analyse and resolve technical issues.
- Excellent communication and customer service skills to interact effectively with end users and colleagues.
- Familiarity with common hardware, software, and operating systems used in business environments.
- Experience in using service desk software or ticketing systems.
- Ability to handle multiple tasks and prioritize issues based on urgency.
- Must meet the certification requirements for IAT I and CE as outlined by DoD 8570.01-M.
- Ability to work effectively as part of a team, as well as independently, with some supervision.
Functional Responsibility:
- Provide first-line technical support for end users, answering questions and resolving issues related to hardware, software, and systems via phone, email, or chat.
- Diagnose and resolve low to moderate technical issues, including computer software, hardware, and operating systems.
- Act as the primary point of contact for users experiencing technical difficulties, ensuring efficient troubleshooting and resolution.
- Triage incoming service desk calls and tickets and assign them to the appropriate tier levels within the service desk support structure when necessary.
- Provide routine support tasks such as system access requests, account management, and password resets.
- Ensure clear and timely communication with end users, providing updates on the status of their issues and requests.
- Document all issues, resolutions, and user interactions within the service desk ticketing system.
- Assist in escalating unresolved issues to higher-tier support teams or specialists.
- Follow established procedures and guidelines while performing tasks, with some supervision, to ensure consistent service delivery and user satisfaction.
- Maintain knowledge of IT systems, applications, and support processes to improve efficiency and effectiveness in resolving issues.
Minimum Education:
- High School Diploma or G.E.D.
|
22nd Century Technologies, Inc.
Jul 21, 2025