IT Service Desk Specialist- Level I

<div class="isg-job-description“>Job Title: IT Service Desk Specialist- Level I
Location with zip code: 57950 Leavenworth Street, Building 250, McConnell Air Force Base, Kansas, 67221
Duration: FTE
Certifications: (IAT I)
Roles and Responsibilities:

• IT Security Designation: ADP/IT-III
• Investigation Required: Tier 3 (T3)
• IA Technical/Management Designation: IAT I and CE
• Commercial (Baseline) Certificates: IAT I: As per Section 3.0 of DoD 8570.01-M, certification requirements. CE: Associate level certification for supported technology, as approved by the COR.
• experience in this Discipline: A minimum of two (2) years of progressive experience demonstrating proficiency in providing technical support, problem-solving, and troubleshooting for IT hardware and software.
• Strong troubleshooting skills with the ability to analyse and resolve technical issues.
• Excellent communication and customer service skills to interact effectively with end users and colleagues.
• Familiarity with common hardware, software, and operating systems used in business environments.
• Experience in using service desk software or ticketing systems.
• Ability to handle multiple tasks and prioritize issues based on urgency.
• Must meet the certification requirements for IAT I and CE as outlined by DoD 8570.01-M.
• Ability to work effectively as part of a team, as well as independently, with some supervision.

Functional Responsibility: 

• Provide first-line technical support for end users, answering questions and resolving issues related to hardware, software, and systems via phone, email, or chat.
• Diagnose and resolve low to moderate technical issues, including computer software, hardware, and operating systems.
• Act as the primary point of contact for users experiencing technical difficulties, ensuring efficient troubleshooting and resolution.
• Triage incoming service desk calls and tickets and assign them to the appropriate tier levels within the service desk support structure when necessary.
• Provide routine support tasks such as system access requests, account management, and password resets.
• Ensure clear and timely communication with end users, providing updates on the status of their issues and requests.
• Document all issues, resolutions, and user interactions within the service desk ticketing system.
• Assist in escalating unresolved issues to higher-tier support teams or specialists.
• Follow established procedures and guidelines while performing tasks, with some supervision, to ensure consistent service delivery and user satisfaction.
• Maintain knowledge of IT systems, applications, and support processes to improve efficiency and effectiveness in resolving issues.

Minimum education:  

• High School Diploma or G.E.D.

About our Company: –
22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.
Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.
“22nd Century Technologies is an Equal Opportunity Employer” and “US Citizens & all other parties authorized to work in the US are encouraged to apply.”
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.