A top government integrator is currently seeking a Sr. Service Desk Specialist to provide technical support to end users for personal computers, system communications (LAN/WAN) and/or software applications (packaged products/custom applications to comply with established service level agreements).

Responsibilities:

Sr. Service Desk Specialist will:

• Provide Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Use automated information systems to analyze routine situations.
• Review incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
• Resolve problems or contacts more senior technical support as necessary.
• Support users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conduct technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintain network diagrams and circuit records. Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• Interact with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Qualifications:

• Verbal and written communication skills, problem solving skills, customer service and interpersonal
• Basic ability to work independently and manage one's time.
• Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software.
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.
• Bachelor's degree in computer science or related field or equivalent training/education required
• 7 years experience required.