Service Desk/Noc Specialist

Provide 24x7x365 phone, email and in-person customer support to users in the areas of email, standard Windows desktop applications and customized applications. Perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications. Monitor network and datacenter to ensure functionality and availability. Escalate unresolved problems to expedite resolution. This position is full-time on-site and is deemed essential personnel.

Required Experience

• Requires a high school diploma/GED and a minimum of three years of IT experience, of which at least two years must be specialized in Service Center or Desktop Support.

• Specialized experience includes support of standard office computing equipment (PC's, laptops, tablets, printers), PC operating systems, (e.g., Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.

• ITSM ticketing system experience required, ServiceNow experience is preferred.

• Experience in network and datacenter monitoring is a plus.

• Must have a positive and patient customer service attitude.

• Demonstrated ability to effectively communicate orally and in writing.

• Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

• A+, HDI, MMDA or other relevant certifications are a plus.

• Must be able to obtain agency suitability clearance.