Service Desk Specialist II - Military veterans preferred

o 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
o Provides polite and friendly customer service
o Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
o Documents incident status and solutions in incident database tools.
o Possesses current working knowledge of computers, printers, laptops, and common windows applications
o Works through various types Tier II issues with telephone assist
o Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self- help capability
o Skills and Tasks. Complex - develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists.
o Leadership/Management. Works individually, actively participates on integrated teams, and may also lead a task, project or team.
o Guidance. Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance tolower level technicians and specialists.
o Training and Certifications. DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.
o Capabilities and additional Requirements. Apply Standard Characteristics of Labor Category Capability Levels.
o Education and Experience.
HS/GED + 8 years
Associates Degree + 6 years
Bachelor's Degree + 4 years
Master's Degree + 2 years
PhD + 0 years