IT Service Desk Specialist – Level I – MEADE

Daily Responsibilities: Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels including telephone support, in-person assistance, and live chat services. Monitor and triage tickets (incidents, cases, and requests) that have been assigned to the site (e.g., routed from the DHA GSC or initiated by local users). Answer questions, analyze problems and provide technical assistance. Direct calls that do not belong to the site back to Tier 1 (i.e., GSC, base/post/installation local support). Monitor and track the IT Service Desk queue and complete work orders within the applicable MTF knowledge base article processes. Provide hardware support including but not limited to on-site touch-labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Assist with all required equipment staging, burn-in, installation, testing and documentation. This shall include setup of systems, and integration testing and/or troubleshooting for all Government equipment or devices approved for use in network/systems areas supported at DHA site locations. Ensure there are processes in place to allow for regular and frequent communication with the GSC to allow for queue management, including resolution and closure of Tier 2 tickets, and escalation of tickets outside of Tier 2 based on evaluation and triage, as necessary. Professionally communicate with customers while being able to breakdown technical information for customers to understand Escalate complex technical issues to appropriate MHS-SHD assignment group Other duties as assigned. Required Experience: 2 years of experience demonstrating the required proficiency. Required Degree: High School Diploma or G.E.D. Required Certification: IAT I CE Required Clearance: No clearance needed. Applicant must obtain and maintain a favorable suitability adjudication.