IT Service Desk Specialist

About the Role

This position is with a partner company serving clients in the United States, offering technical support within a remote IT service environment. As an IT Service Desk Specialist, you will assist users in resolving issues related to applications, infrastructure, and systems, primarily focusing on Windows-based systems and enterprise applications. The role provides support across a broad user base, managing service requests, troubleshooting incidents, and guaranteeing dependable access to essential platforms in government-focused technology settings.

Key Responsibilities

• Manage and support Microsoft Windows Server infrastructure, including Active Directory services, user and group policy administration, and issue resolution.
• Troubleshoot problems associated with application deployment, infrastructure components, software, and servers.
• Handle and prioritize support tickets through ServiceNow, ensuring prompt resolution and thorough documentation.
• Deliver second-level support for Active Directory, user IT equipment, telecommunications, and web applications.
• Assist users by diagnosing, testing, maintaining, and optimizing software applications and IT systems.
• Conduct user account management duties, such as credential upkeep, account archiving, and monitoring suspicious login activities.
• Facilitate end-user training sessions on new or updated technologies and applications.
• Work collaboratively with clients, stakeholders, and technical teams to identify issues and communicate solutions.
• Ensure secure and stable IT operations within government-related technology environments.
• Participate in scheduled shifts, including overnight coverage as required.

Candidate Requirements

• High school diploma mandatory.
• At least three years of experience in IT support roles.
• Minimum of two years practical experience troubleshooting and supporting Windows systems within Active Directory frameworks.
• Familiarity with ServiceNow or other ticketing platforms.
• Previous experience in help desk or service desk environments.
• Knowledge of Active Directory, including configuring and troubleshooting group policies and preferences.
• Ability to install, support, and troubleshoot desktop software.
• Strong analytical thinking and meticulous attention to detail.
• Excellent written and verbal communication skills to engage with users and technical teams alike.
• Eligibility to obtain and maintain a Federal or DoD Public Trust clearance.
• U.S. citizenship or Green Card status required.
• Availability to adhere to a bi-weekly schedule, including overnight hours.
• Preferred qualifications include Linux server experience and ITIL v4 knowledge or certification.

Compensation and Benefits

• Salary range: $35,000 to $58,000 annually based on qualifications and experience.
• Comprehensive health benefits including medical, dental, vision, and prescription coverage.
• Health Savings Account and Flexible Spending Account options available.
• Short-term and long-term disability benefits.
• Life insurance and travel assistance coverage.
• Participation in a 401(k) retirement plan.
• Paid holidays and personal/family sick leave.
• Parental leave policies.
• Tuition reimbursement and opportunities for professional development.
• Support for certifications and ongoing learning.
• Employee referral incentives and assistance programs.
• Supplemental insurance options and commuter benefits for eligible workers.
• Company events and community involvement initiatives.
• Potential eligibility for discretionary bonuses based on performance.

Additional Information

The partner company utilizes an AI-powered application screening process to align applicants with role requirements quickly and impartially. Shortlisted candidates are forwarded directly to the hiring entity, which handles further steps such as interviews. Applicants' data rights under applicable laws are respected, and AI assists in screening but does not replace human hiring decisions.