Large aerospace and defense corporation is looking to hire a Service Desk Technician for their main location in in Simi Valley, CA. This will be a 6 Month Contract to Hire, will be be 100% on-site.

Job Summary: This role includes coordination with other service desk staff, ensuring timely and effective resolution of user issues, and maintaining high levels of customer satisfaction. The Service Desk Coordinator will work closely with other IT teams to escalate and resolve complex issues and will contribute to the continuous improvement of service desk processes and performance.

**Key Responsibilities: **

• Act as the primary point of contact for escalated user issues, ensuring prompt and effective resolution. - Monitor service desk performance metrics and generate reports to track service levels, response times, and user satisfaction.
• Maintain service desk policies, procedures, and documentation to ensure consistent and efficient operations.
• Collaborate with other IT teams to escalate and resolve complex technical issues and to ensure seamless service delivery.
• Communicate effectively with users to provide updates on issue resolution status and to gather feedback on service quality.
• Stay current with industry trends and best practices in IT service management to drive continuous improvement in service desk operations.

**Qualifications: **

• Bachelor s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in an IT service desk or support role
• Strong knowledge of IT service management principles and practices, including ITIL framework.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues.
• Exceptional communication and interpersonal skills, with a customer-focused approach.
• Proficiency with service desk software and tools, such as ticketing systems and remote support applications.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

**Preferred Qualifications: **

• ITIL Foundation certification or higher.
• Experience with specific IT service management tools (e.g., ServiceNow, JIRA).
• Knowledge of enterprise IT environments and systems, including networking, hardware, software, and security.

**Work Environment: **

• Office-based for both remote and on-site support.
• May require occasional evening or weekend work to meet deadlines or resolve critical issues.