Service Desk Specialist Level 2 with TS/SCI

• • Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
  • Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
  • Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to TierII/TierIII admins.
  • Provide support for implementation, troubleshooting and maintenance of IT systems.
  • Manage IT system infrastructure and any processes related to these systems
  • Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
  • Provides polite and friendly customer service
  • Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
  • Documents incident status and solutions in incident database tools.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications
  • Works through various types Tier I issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
  • Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
  • Possesses comprehensive knowledge of desktop operating systems and applications

Clearance Required: TS/SCI

Education and Experience Required:

• HS/GED + 8 years
• Associates Degree + 6 years
• Bachelor’s Degree + 4 years

Required Certification(s):

• • DoD 8570.01-M IAT Level II Computing Environment (CE) Certification as determined by the Program Manager is required prior to support on contract
  • IAT II 8570 Baseline Certification -Sec+CE or equivalent

Additional:

• • Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract
  • Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for over 35 years.