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IT Service Desk Specialist Level I MADIGAN
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Systems Plus
Joint Base Lewis-McChord, WA (In Person)
Full-Time
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Job Description
Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments. Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide. Systems Plus is the company for you! Experience the difference, and let's talk about your future at Systems Plus today. Position Title Enterprise Architect Position Type Full Time, Onsite Position Location Lewis-McChord, WA Tracking Code 01145 Daily Responsibilities Serve as the primary point of contact for customer engagement, delivering real-time responses to inquiries through multiple channels, including phone support, in-person assistance, and live chat services Monitor and triage site-assigned tickets; provide technical assistance; route non-site calls to Tier 1; and track the IT Service Desk queue to complete work orders per applicable MTF knowledge base processes. Provide hardware support including but not limited to on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required. Communicate technical issues and solutions clearly to customers, providing guidance and support to ensure effective resolution of access or system issues. Escalate complex technical issues to appropriate enterprise support teams while ensuring tickets are properly documented, tracked, and resolved.