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IT Service Desk Specialist - Level II (DHA Great Lakes)
IT Service Desk Specialist - Level II (DHA Great Lakes)Clearwaters.IT • North Chicago, IL, US
IT Service Desk Specialist - Level II (DHA Great Lakes)

IT Service Desk Specialist - Level II (DHA Great Lakes)

Clearwaters.IT • North Chicago, IL, US
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  • [job_card.full_time]
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Job Description

Job Description

Position Summary : Clearwaters.IT is looking for an IT Service Desk Specialist - Level II to join our dynamic team. In this role, you will provide top-tier technical support to our end-users, ensuring smooth and effective operations of IT services. You’ll be the go-to person for resolving complex issues and contributing to an exceptional service delivery experience.

This position is 100% on-site.

Key Responsibilities :

  • Respond to and resolve Level II service desk tickets escalated from Level I support.
  • Troubleshoot hardware, software, and network-related issues for end-users, documenting problems and solutions.
  • Work collaboratively with IT teams to ensure incidents are quickly and effectively managed.
  • Utilize ITIL frameworks to enhance service management practices and improve workflow processes.
  • Update and maintain detailed documentation related to troubleshooting steps and resolutions.
  • Participate in user training and awareness programs to maintain high levels of service satisfaction.
  • Engage in regular team meetings to discuss ongoing issues and improvements.
  • Stay updated on emerging trends and technologies in IT support and suggest improvements.

Requirements

  • Associate's degree in Computer Science or related field preferred; Bachelor's degree a plus.
  • Minimum of 4 years of experience in a technical support or service desk role.
  • Strong understanding of Windows and Mac OS environments, as well as common business applications.
  • Experience with Active Directory and other network infrastructure tools.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication skills, both verbal and written.
  • Ability to work in a fast-paced, team-oriented environment.
  • CompTIA Sec+ certification required.
  • Experience with ticketing systems like ServiceNow is a plus.
  • Must possess T3 for suitability security clearance or be able to obtain it.

    • Benefits

    Competitive salary and benefits package, including :

  • Health, dental and vision insurance
  • 401(k) with company match
  • Paid time off (PTO) for vacation, sick leave, and personal days
  • Professional development reimbursement
  • Other benefits, including life insurance, disability insurance, and employee assistance programs
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