IT Service Desk Specialist

Overview

Diverse Systems Group LLC is seeking a skilled and motivated IT Service Desk professional who will be responsible for providing advanced technical support and guidance to end-users resolving complex issues efficiently and ensuring the smooth operation of the Walter Reed National Military Medical Center (WRNMMC) Information Technology environment.

Job Summary:

• Respond promptly to inquiries from end-users via phone email or chat employing active listening and critical thinking to accurately assess and address issues. Utilizes a systematic approach to problem-solving including thorough analysis and troubleshooting techniques to identify underlying causes and provide effective solutions.
• comprehensive technical support and guidance to end-users offering detailed explanations and step-by-step instructions tailored to their technical proficiency level.
• Advise users on best practices for utilizing hardware software and systems effectively ensuring optimal performance and user satisfaction.
• Serve as the primary point of contact for users encountering challenges with computer software hardware and operating systems.
• Demonstrate excellent communication skills and a customer-centric approach fostering positive relationships with end-users and instilling confidence in the support process.
• Act as a reliable escalation point for unresolved or highly intricate technical issues collaborating closely with cross-functional teams and external vendors to expedite resolution.
• Apply advanced troubleshooting methodologies and diagnostic tools to mitigate risks and minimize downtime prioritizing user productivity and system stability.
• Cultivate specialized expertise in specific technology domains such as networking cybersecurity cloud computing or enterprise applications.
• Participate in ongoing training and certification programs to enhance proficiency and stay current with emerging technologies enabling informed decision-making and proactive problem-solving.
• Assist in managing call overflow during peak service periods maintaining service level agreements (SLAs) and ensuring timely response to user inquiries. Offers flexible availability to provide support during off-peak hours or staff shortages contributing to seamless service delivery and user satisfaction.
• Other duties as assigned.

Supervisory Responsibility: No

Skills & Abilities:

• expertise in diagnosing and resolving complex hardware software and network issues.
• Proficiency in troubleshooting Windows and Mac operating systems Microsoft Office Suite Active Directory Exchange and other enterprise applications.
• Solid understanding of networking concepts (TCP/IP DNS DHCP) and experience with network troubleshooting tools.
• Excellent communication skills with the ability to explain technical concepts to non-technical users effectively.
• Strong customer service orientation and the ability to remain calm and professional under pressure.

Education/Experience:

• 6 years of IT service desk or equivalent experience.

Certification(s):

• Minimum certification CompTia Security or higher certification required
• Baseline certification as stipulated in DoD 8140.01/8570.01-M shall be completed prior to start date.

Clearance:

• Must have a Secret security clearance and be able to maintain.

Nice to have: N/A