layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

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

IT Service Desk Specialist III at CompTech | LAYIQ

Provide advanced technical support for customers experiencing complex hardware, software, application, workstation, and related client-level IT issues.
Serve as an advanced escalation resource for technical incidents requiring troubleshooting beyond Level I and Level II support capabilities.
Utilize advanced troubleshooting techniques, diagnostic tools, technical documentation, and knowledge-base resources to identify the root cause of technical issues.
Analyze complex incidents and develop effective solutions in accordance with established organizational procedures and technical standards.
Troubleshoot and resolve complex client hardware, software, application, configuration, connectivity, and user-access issues.
Collaborate with system administrators, network teams, cybersecurity personnel, application support teams, and other technical specialists as necessary to resolve complex problems.
Coordinate escalations and maintain ownership of assigned incidents through resolution.
Document all troubleshooting activities, diagnostic findings, technical actions, escalations, and final resolutions within the designated ticketing system.
Develop and contribute technical documentation and knowledge-base content to improve knowledge sharing and support future incident resolution.
Identify recurring technical issues, trends, and potential root causes and communicate findings to appropriate technical teams.
Recommend improvements to troubleshooting procedures, workflows, documentation, and service desk processes.
Identify opportunities to improve support efficiency and enhance the overall customer experience.
Provide technical guidance and knowledge sharing to other service desk personnel as appropriate.
Maintain clear and professional communication with customers throughout the troubleshooting and resolution process.
Ensure support activities comply with applicable Government security requirements, technical procedures, and organizational standards.
Experience, Education, and Certification Requirements:
Experience: Six (6) years of progressive experience in IT technical support, service desk, help desk, desktop support, or a related IT discipline demonstrating advanced proficiency.
Demonstrated experience providing advanced troubleshooting and technical support within an enterprise IT environment.
Experience utilizing diagnostic tools and advanced troubleshooting techniques to identify the root cause of complex technical problems.
Demonstrated experience resolving complex client-level hardware and software issues.
Experience working with multiple technical teams to troubleshoot and resolve incidents requiring cross-functional expertise.
Advanced experience using an enterprise ticketing or IT service management system.
Demonstrated ability to create thorough technical documentation of troubleshooting activities and resolutions.
Experience contributing to technical documentation, knowledge-base resources, or standard operating procedures.
Strong analytical, diagnostic, and problem-solving capabilities.
Excellent verbal and written communication skills with the ability to effectively communicate with technical teams and end users.
Demonstrated commitment to customer service and continuous process improvement.
Ability to satisfy the security and background investigation requirements associated with the position.
Education: Bachelor's degree or applicable equivalency of four (4) additional years of relevant experience.
Certifications: one is required to be considered.
Commercial baseline certifications applicable to this advanced role: CompTIA CASP+ / SecurityX
(ISC)² CISSP
Additional advanced certifications relevant to cybersecurity, systems administration, networking, enterprise technical support, or DoD cyber workforce requirements are a plus.
Security Clearance Requirements: Active Secret Clearance

IT Service Desk Specialist III

Employer job description

Job Title:

Location:

Supporting:

Key responsibilities include:

Salary:

About this listing