layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

IT Service Desk Specialist I at CompTech | LAYIQ

Serve as a first point of contact for customers requiring technical assistance with hardware, software, and other client-level IT issues.
Troubleshoot, diagnose, and resolve technical problems in accordance with established procedures and service desk processes.
Provide
Tier I support for common workstations, applications
, hardware, software, and user-access issues.
Create, update, track, and document incidents and service requests within the designated ticketing system.
Accurately document troubleshooting steps, actions taken, resolutions, and relevant customer information.
Escalate incidents that cannot be resolved at the Level I support tier to the appropriate technical support team.
Follow established incident-management and problem-resolution procedures.
Communicate clearly and professionally with customers throughout the troubleshooting and resolution process.
Provide timely status updates and ensure customers understand next steps when an issue requires escalation.
Maintain a customer-focused approach while supporting users with varying levels of technical proficiency.
Adhere to applicable security policies, procedures, and organizational standards.
Experience, Education, and Certification Requirements:
Experience: Two (2) years of progressive experience in IT technical support, help desk, service desk, desktop support, or a related discipline demonstrating the required level of proficiency.
Demonstrated experience troubleshooting client-level hardware and software issues.
Experience using a ticketing or IT service management system to log, track, document, and manage technical support requests.
Ability to follow established technical procedures and incident-resolution processes.
Strong customer service, communication, and problem-solving skills.
Ability to clearly communicate technical information to both technical and non-technical users.
Ability to meet the security and background investigation requirements associated with the position.
Education: Associate of Arts (AA), Associate of Applied Science (AAS), or qualifying military training.
Preferred / Relevant Certifications: one is required to be considered.
Commercial baseline certifications applicable to this advanced role may include: CompTIA Security+
CompTIA CySA+
Additional certifications relevant to technical support, desktop support, or DoD cyber workforce requirements are a plus.
Security Clearance Requirements: Active Secret Clearance

IT Service Desk Specialist I

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