IT Service Desk Specialist - Level II - LOVELL (Chicago)

Daily Responsibilities:

• Maintain workstation and laptop operational baselines and cybersecurity compliance, and provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams (e.g., LAN/WAN/WLAN, software, hardware, network, administrative, and approved special projects).
• Support local assets, new technology acquisition, and life cycle management for IT hardware and deploy end-user system images to new workstations and laptops in accordance with approved imaging practices.
• Serve as the primary point of contact for customer engagement, support end-user service requests, and monitor and triage site-assigned ticket
• Provide hardware support including but not limited to on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals.
• Support inventory and configuration management activities by maintaining accurate hardware and software records and assisting with enterprise asset management processes.
• Assist with configuration baseline management and documentation to ensure system components, interfaces, and revisions are properly tracked throughout the lifecycle.
• Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements.
• 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.
• Other duties as assigned.

Required Experience: Four (4) years of experience demonstrating the required proficiency.

Required Degree: Bachelor’s degree and/or equivalency.

Required Certifications:

• IAT II
• CE: Associate Level

Required Clearance: Ability to obtain and maintain a Tier 3 security clearance