• TS/SCI with Polygraph level clearance is required.
• BA/BS and 2+ years of experience; Masters and 0+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Familiarity with common IT issues and troubleshooting methods.
• Strong communication skills, both verbal and written, with the ability to explain technical issues in a user-friendly manner.
• Basic understanding of computer systems, software, and networking.
• Excellent customer service and interpersonal skills.
• Ability to troubleshoot and resolve basic IT issues efficiently.
• Patience and empathy when assisting users, with a focus on creating positive user experiences.
• Ability to work in a fast-paced environment while managing multiple support requests.
• Experience using service desk management tool Jira is a plus.

Certifications:

• ITIL Foundation certification is a plus but not required.
• CompTIA A+ or similar certifications are preferred but not necessary

Shift : Day Shift, 6:00 am - 6:00 pm, two-week cycles of working 3-4 set days per week and every other weekend

We are looking for a customer-focused IT Service Desk Representative to join our team and assist in providing high-quality technical support to internal users. As an IT Service Desk Representative, you will be responsible for handling basic IT service-related issues, troubleshooting common software and hardware problems, and ensuring that all service requests are addressed efficiently and professionally. The ideal candidate should have strong communication skills, a problem-solving mindset, and a passion for providing exceptional customer service.

Key Responsibilities:

• Respond to and assist end-users with basic IT issues, including software, hardware, and network connectivity problems. Address service requests in a timely and professional manner.
• Log and track support tickets in the service desk system, ensuring accurate documentation of issues, solutions, and follow-ups. Escalate more complex issues to higher-level support teams as necessary.
• Provide first-line technical support for common IT problems such as password resets, system access issues, printer malfunctions, application errors, and general hardware troubleshooting.
• Use the internal knowledge base to resolve issues and assist customers. Continuously update and improve knowledge articles based on recurring customer queries.
• Handle service requests related to software installations, hardware setups, and network access, escalating more complex issues to appropriate IT support teams.
• Maintain clear and professional communication with users, ensuring that they are kept informed of the status of their requests. Provide clear instructions for resolutions or next steps.
• Keep detailed records of user interactions and issues resolved to contribute to the knowledge base. Provide updates to service desk management on common issues or recurring trends.
• Offer basic training and guidance to users on how to use software applications and IT systems more effectively. Provide advice on IT best practices to enhance overall user experience.

*Position is contingent upon Spring 2025 contract award*