Service Desk Specialist - VIATEQ Corporation

VIATEQ Corporation is recruiting for a Service Desk Specialist to support a client located in Virginia Beach. The Service Desk Technician will work on the IT Service Desk team to provide frontline support on technical requests.

Core Responsibilities:

• Provide an advanced level of technical support through first-level resolution of reported incidents and service requests.

• Monitor and confirm the accuracy of solutions provided to complex technical incidents and service requests assigned to the Service Desk.

• Elevate complex and/or high-priority incidents and service requests to the appropriate support groups for resolution.

• Maintain the technical information databases (knowledge base) used by the Service Desk and may provide support for standard operational and management reporting needs as required.

• Review and analyze operational and management reports to ensure adherence to established performance metrics and to provide recommendations for continual process improvement.

• Develop and deliver technical training to the Service Desk staff and, when appropriate, to designated client groups.

• Manage specific individual projects as assigned; may also be periodically assigned to work as a resource on a IT-managed Project Team and/or to serve as a subject matter expert for IT-managed Projects.

• Serve as a member of the IT Service Desk and assist subordinate Specialists and other technical support groups in resolving client calls, incidents, and service tickets as assigned within targeted service level objectives.

• Troubleshoot customer technical incidents in a remote support environment and provide limited desktop support to clients to assist in resolving and/or analyzing reported incidents.

• Provide technical advice and assistance to subordinate Specialists in resolving client calls, and may directly respond to client calls.

• May be assigned as a supervisor to subordinate staff according to technical specialty; may perform the functions of the Service Desk Manger or designee when required.

Must Have Qualifications:

• A current and valid Virginia or North Carolina Driver s License (must have or obtain)

• High School Diploma or GED

• Any combination of work experience and/or education equivalent to 4 years

• HDI Support Center Certification

Nice to Have Qualifications:

• ITIL Foundation 4 Certification

• MD-101: Managing Modern Desktops Certification

• Microsoft 365 Certified: Fundamentals

• Apple Certified IT Professional

• CompTIA A+ Certification

• CompTIA Net+ Certification

• CompTIA Sec+ Certification

About VIATEQ

VIATEQ is a proactive provider of collaborative solutions for government agencies. Our collaborative service framework and flexibility allows employees, customers and business partners to work together successfully anywhere, anytime. VIATEQ's service areas also allows government agencies to respond to competitive pressures and achieve new performance levels.

VIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, flexible spending accounts, professional development reimbursements, and other benefits for you and your family.

Equal Opportunity Statement:

VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.