Service Desk Specialist

Washington, District of Columbia

Job ID: 4145

CALIBRE Systems Inc, an employee owned Management Consulting and Digital Transformation company, is looking for a Service Desk Specialist to support work at our client site in Washington, DC. 

 

Responsibilities:

- Triage and provide timely and effective on-the-spot resolution or accurate escalation, including complete ("tell the full story") documentation of work performed and resolution in the Service Desk ticketing system including any requests for assistance from walk-up staff on software, hardware, and operating systems and/or other services as required

- Maintain accurate CMDB entries for assigned tickets or tasks

- Responsible to fully manage (e.g., track, record, organize, maintain, reorder, etc.) a cache of end user, commonly-used, inventory items

- Provide timely and accurate monitoring and communication of the operational status of client systems, applications, and services related to walk-up support services

- Provide timely and accurate trend analysis and demand forecasting of walk-up Service Desk support requirements based on Service Desk ticketing system data and knowledgebase

- Provide staffing support for various walk-up based customer service and desktop support related projects, including but not limited to software upgrades, hardware upgrades/migrations, cloud-based services implementations, new application deployments, security remediation, workstation retirement, migrations, and research and development initiatives

- Author, maintain, update, and develop new content for the knowledgebase

- Provide timely and effective technical support to walk-up users on supported software, hardware, and operating systems (Macintosh, Windows, and Linux) to include installation, special configuration, maintenance, troubleshooting, and processing of surplus hardware according to guidelines

- Provide for accurate, complete, and timely documentation, recording, and reporting of all technical support-related activities, issues, and outcomes in the ticketing system in accordance with standard operating procedures (SOP) and approved practices

- Responsible to maintain accurate CMDB entries for assigned tickets or tasks

Required Skills

US Citizenship required

- High School Diploma and 2+ years experience in computer/helpdesk support in an Enterprise environment

- Strong all-round technical knowledge needed, including O365 as well as Windows and Mac operating systems

- Outstanding verbal and written communication skills

- Ability to manage and prioritize, track, and resolve multiple ongoing tickets/tasks/assignments with minimal oversight

- Active Secret Clearance or Active Interim Secret Clearance required

required Experience

  • 2+ years experience in computer/helpdesk support
  • All around technical knowledge-Windows/Mac Operating systems
  • Candidates Must have an Active Secret or Interim Secret Clearance for this position

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