IT Specialist, Service Desk 

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Job Code: 2020-010                                                                  

Title: IT Specialist, Service Desk  
Location: Washington, DC

SSI is seeking an IT Specialist with experience in customer service and help desk operations to support a potential new 5-year contract in a highly professional executive level environment in NW DC. The successful candidate will work on a team responsible for providing application technical support to end users, including VIPs.  This team serves as the main focal point for resolving user issues.

DUTIES AND RESPONSIBILITIES:

 

  • Provide excellent customer service response to user’s inquiries, problems, concerns, questions, and general requests related to the customer’s IT systems comprised of both customer and COTS applications.

  • Respond to all issues received via e-mail, telephone, or web within required timeframes including responding with desk side in-person support as needed.

  • Determine the priority of each issue as it is received based on provided guidance.

  • Ensure each user issue is thoroughly documented in a service ticket system.

  • Provide follow up and ensure that tickets are closed in a timely manner with proper resolution.

  • Provide regular and consistent status updates on all open issues as requested.

  • Collect, aggregate, and provide user feedback on current support practices and suggest processes improvements to increase user satisfaction.

  • Serve as the escalation point for the service desk and assure a high level of user satisfaction.

  • Post content updates to the user website, in some cases content updates will be required outside normal business hours.

  • Provide technical support for using video conferencing capabilities.

  • Submit requests to provision accounts or secure assets for new staff.

  • Provide concierge support to VIP staff as directed by the COR or other designated representatives.

 

REQUIRED SKILLS, QUALIFICATIONS AND EXPERIENCE:

 

  • Associate’s Degree in Computer Science, Technology or related discipline or equivalent experience in lieu of degree. 

  • Must have current DoD 8570 certifications.

  • Minimum of 2+ years’ experience in a technical customer support environment.

  • Excellent oral and written communication skills in English and strong interpersonal skills to present information to senior level customers is a must.

  • Demonstrated experience working with Citrix virtual desktops, SharePoint administration, and ability to keep up to date on new technologies and best practices.

  • Demonstrated knowledge of common IT security practices including DISA STIGs and MS security patches.

  • Ability to pass an in-depth government background investigation.

PREFERRED SKILLS:

 

  • Working knowledge of Active Directory.

  • Prior experience with JIRA ticketing system.

  • Knowledge of OMB user applications such as: CATS, Ethics Portal, connect.omb.gov

SSI is a Service Disabled Veteran Owned and HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services.  SSI offers a generous array of benefits including: 100% Paid Premium on Employee Medical, Vision, Dental, and Prescription Drug Insurance Plans, 60% Paid Premium for dependents.  SSI provides Life Insurance, Long Term Disability, and Short Term Disability benefits at no cost. SSI employees receive 24 paid days off in the first year on board.  We also provide Military Leave benefits, 401(k) Retirement Plan, Education Assistance, Personal Technology Refresh and Employee Referral Bonuses.  Positions subject to Service Contract Act (SCA) have benefits provided as required by law.


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