IT Service Desk Specialist - Level II

Connected Logistics is looking for an IT Service Desk Specialist (II) professional to provide standardized, on-site Information Technology (IT) services to the Program Executive Office (PEO) Medical Systems (MS) / Chief Information Officer (CIO) J-6.

The ideal candidate for this position will be responsible for answering questions, analyzing problems, providing technical assistance, support, and advice to end users for hardware, software, and systems-related issues. The support services will be conducted via phone, email, or chat.

Key Responsibilities

• Resolves computer software and hardware problems of users and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Acts as the escalation path to resolve moderate to highly complex technical issues. Specialize in certain aspects of technology to assist the customer base.
• Provides support for call overflow during peak time or reduced staff during off-peak hours.
• Responds to trouble tickets to resolve user problems.
• Provide technical software, hardware, and network problem resolution to the user community by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner
• Provide one-on-one end-user training as needed; assist Network Technicians.
• Troubleshoot network printer problems; pass more complex end-user problems on to Network Technicians.
• Conduct hardware and software inventory, database maintenance, and reporting
• Maybe required to work across multiple departments such as Desktop Support, Asset Management, Integration, or Knowledge Management as required.
• Perform related work as required.

• Must have a current SSBI/T5/TS background check or T3 Suitability pending a suitability background investigation
• Four (4) years of progressive experience demonstrating the required proficiency.
• Bachelor's degree and/or equivalent experience.
• IAT II Certification requirements to meet IAT II, CE requirements (Sec+ plus a computing level certification)
• CE: Associate (professional preferred) level certification for supported technology as approved by the COR.

Total Rewards Statement:

We believe in fairness and clarity throughout our hiring process. The anticipated salary range for this position is $55,000.00- $60,000.00 good faith range based on factors such as your experience, geographic location, and any applicable contractual requirements, and may vary slightly.

Beyond salary, we provide a robust benefits package and encourage ongoing professional development, because your growth and well-being matter to us. We're excited to support you in building a rewarding career with us!

Connected Logistics respects the need for confidentiality for all applicants.

Connected Logistics offers an excellent benefits package that includes health, dental, vision, life, and disability insurance, a great 401(k) package, and generous Paid Time Off.

EOE/Disability/Veterans