IT Service Desk Specialist - Level II
ECS Corporate Services

Job Info

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ECS is seeking an IT Service Desk Specialist - Level II to work in our San Antonio, TX office Please Note: This position is contingent upon [contract award].

Job Description:

We are currently seeking a highly capable and experienced IT Service Desk Specialist - Level II to join our team in San Diego, CA. As an IT Service Desk Specialist, you will be responsible for providing comprehensive support for incident and request management, delivering high-quality customer service, and ensuring efficient resolution of IT issues. If you have a strong background in IT support, excellent communication skills, and a commitment to delivering exceptional service, we encourage you to apply for this position.

• Work Days: Monday - Friday with occasional weekend and after hours support.
• Must be able to lift 35lbs regularly
• Must be able to move about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Required Skills:

• Bachelor's degree and/or equivalency.
• DoD 8570.01 IAT II or CCNA-Security, CySA+ (CySA+ is a CompTIA certification formerly listed as CSA+), GICSP, GSEC, Security+ CE, CND, SSCP
• Four (4) years of progressive experience demonstrating the required proficiency.
• Current or past DHA support experience preferred.
• Provide comprehensive support for incident and request management, ensuring all tickets are logged, categorized, prioritized, and resolved efficiently.
• Serve as the primary point of contact for IT-related issues and requests, delivering high-quality customer service to users.
• Troubleshoot and resolve IT issues, escalating complex problems to higher-level support as necessary.
• Ensure timely delivery of IT services and adherence to established service level agreements (SLAs).
• Create and maintain knowledge base articles to aid in the resolution of common issues and enhance the efficiency of the service desk.
• Provide users with training and assistance on IT systems and applications to enhance their proficiency and productivity.
• Manage user access to systems and applications, ensuring compliance with security policies and procedures.
• Monitor service desk performance and generate reports to track key performance indicators (KPIs) and identify areas for improvement.
• Identify opportunities for process improvement within the service desk operations and implement solutions to enhance service delivery.
• Collaborate with other IT teams and departments to resolve issues and improve overall IT service management.
• Develop and deliver training sessions and materials to educate users on new and existing IT systems, applications, and procedures.
• Facilitate knowledge transfer sessions to ensure users are equipped with the necessary skills and knowledge to utilize IT resources effectively.
• Assess the training needs of users and develop tailored training programs to address identified gaps.
• Create and maintain user manuals, guides, and other documentation to support IT training efforts.
• Gather feedback from training participants to evaluate the effectiveness of training programs and identify areas for improvement.
• Manage the scheduling, coordination, and logistics of IT training programs to ensure successful execution.
• Provide support and training to users during the implementation of new technologies to facilitate smooth transitions and minimize disruptions.
• Promote a culture of continuous learning by encouraging users to participate in ongoing training and development opportunities.
• Engage with stakeholders to understand their training requirements and ensure alignment with organizational goals and objectives.
• Regularly update training materials and documentation to reflect changes in IT systems, applications, and processes.

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. ECS promotes affirmative action for minorities, women, disabled persons, and veterans.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3800+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.

General Description of Benefits

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