Service Desk - SME

O'Fallon, Illinois, United States

Senior Service Desk Specialist 

G2IT is seeking a Senior Service Desk Specialist to support client facing strategic initiatives. The Senior Service Desk Specialist will work as a team member on large and complex programs to ensure end-to-end automated solutions are successfully implemented and maintained.  As a Senior Service Desk Specialist, you will be working to refine the strategic vision for the G2IT IT Service Management business in support of the entire company and our clients.  You will work on high-visibility or mission critical aspects of a given program and perform all functional duties independently.  You may oversee the efforts of less senior staff and/or be responsible for the efforts of all staff assigned to a specific job. 

Your regular activities will include:  

  • Provide second-tier support to end users for either PC, server, or mainframe applications and hardware. 
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. 
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend systems modifications to reduce user problems.
  • Execute fault isolation and diagnostic functions to ensure the execution of corrective actions on a real-time basis.

You will support Incident, Request & Fulfillment service desk functional areas, including installation, operation, and maintenance of end-user devices to include personal computers, monitors, virtualized clients, laptops, and peripherals (e.g., printers, multi-f unction device, plotters). You will follow and create troubleshooting and maintenance procedures.  

Required Skills: 

  • Minimum of 4 years of experience in a Service Desk role.
  • Must be a US Citizen.
  • Must have a Minimum Active DoD Secret Clearance.
  • Must have valid CompTIA Security+ Certification or higher.
  • Experience with ServiceNow is a plus.

Salary range: $72K-$78K, depending on experience 

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