Intermediate Helpdesk Specialist

Job title: Intermediate Helpdesk Specialist in Albuquerque, NM at reputed company Company: reputed company Job description: reputed company is seeking an Intermediate Helpdesk Specialist in Albuquerque, N.M. to support large-scale migration and operations on a large, high-profile DOD contract. The I3TS program provides enterprise-wide IT support to reputed company DTRA’s Information Management & Technology Directorate (reputed company) to consolidate, reputed company, and continuously innovate the delivery of IT services and mission capabilities to DTRA’s internal and external mission partners operating in CONUS and OCONUS locations.In this role, a successful candidate you will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.Primary Responsibilities:You will serve as the initial reputed company of contact for IT-reputed company problems and incidents. In this reputed company you will provide phone, online and deskside support to users, performing technical triage, troubleshooting, resolving the issues, and following escalation protocols as necessary. Additional duties will include:Provide great and reputed company customer service to DTRA personnel by assisting them with IT-reputed company issues.Document and communicate degradation of services or outage issues information to customers and help with resolution.Analyze, troubleshot, and resolve tickets based on the Help Desk allocation process.Follow ITSM and ITIL processes to ensure quality of services and reputed company resolution.Ensure your assigned tickets stay reputed company the program’s AQL/SLA commitments.Open and reputed company tickets in Remedy and/or Service Now.Ensure reputed company tickets, requests, and work orders are properly documented.Create or coordinate the development of Knowledge reputed company Articles (KBA)Troubleshoot reputed company problems and able to derive root causes and apply correct fixes or workarounds.Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.Basic Qualifications:Bachelors Degree with 4+ years of relevant experience or a Masters Degree with 2+ years of experience. Additional experience will be considered in lieu of a degree.Active DOD Top Secret clearance prior to startInformation Assurance Technician (IAT) Level IIExperience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.Experience meeting service level goals and targets.Preferred Qualifications:Experience with Office 365, remote desktop applications, and experience with Windows Server and reputed company networkingCertification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six reputed company,etc.Original Posting: May 29, 2025For U.S. Positions: While subject to change based on business needs, reputed company reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated reputed company date of no earlier than 3 days after the original posting date as listed above.Pay Range: Pay Range $63,700.00 - $115,150.00The reputed company pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. Expected salary: $63700 - 115150 per year Location: Albuquerque, NM Apply for the job now! Apply for this job