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Service Desk Specialist L2 MD SWING

Annapolis Junction, MD · Information Technology
Service Desk Specialist L2 MD - SWING
Annapolis Junction, MD
Job Summary:
IT Veterans is seeking a highly motivated Service Desk Specialist to join our team. You must have an active TS/SCI clearance with a CI Poly. 
  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
  • May route calls to product line specialists, application, or system support specialists.
  • Maintains and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems.
  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
  • Attempts to resolve as many incidents as possible during the first contact, or at Tier 1.
  • Documents incident status and solutions in incident database tools
  • Provides polite and customer friendly service support for problem resolution
  • Possesses current working knowledge of computers, printers, laptops and common windows applications
  • Works through various types of Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Required Qualifications:
  • TS/SCI clearance with a CI Poly.
  • Associate degree with 6 years’ experience / Bachelors’ degree with 4 years’ experience
  • Must have and maintain a DoD 8570 approved IAT II level certification.
  •  Primarily SWING Shift: Monday – Friday 2pm – 10pm
  • This position does require employees to work one weekend day a month.
  • Training is up to eight weeks on the DAY shift
At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success.
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