IT Service Desk Specialist Mid in Aurora, Colorado

IT Service Desk Specialist Mid
Job Locations

US-CO-Aurora

Job ID
2024-3254

Category
Helpdesk / Customer Support

Type
Full Time
Job Description

We are currently seeking a highly capable and experienced IT Service Desk
Specialist Mid Level to join our onsite team in Aurora, CO. As an IT
Service Desk Specialist, you will be responsible for providing comprehensive
support for incident and request management, delivering high-quality
customer service, and ensuring efficient resolution of IT issues. If you
have a strong background in IT support, excellent communication skills,
and a commitment to delivering exceptional service, we encourage you to
apply for this position.
Responsibilities
Provide comprehensive support for incident and request management, ensuring
all tickets are logged, categorized, prioritized, and resolved efficiently.
Serve as the primary point of contact for IT-related issues and requests,
delivering high-quality customer service to users.
Troubleshoot and resolve IT issues, escalating complex problems to
higher-level support as necessary.
Ensure timely delivery of IT services and adherence to established service
level agreements (SLAs).
Create and maintain knowledge base articles to aid in the resolution of common
issues and enhance the efficiency of the service desk.
Provide users with training and assistance on IT systems and applications to
enhance their proficiency and productivity.
Manage user access to systems and applications, ensuring compliance with
security policies and procedures.
Monitor service desk performance and generate reports to track key performance
indicators (KPIs) and identify areas for improvement.
Collaborate with other IT teams and departments to resolve issues and improve
overall IT service management.
Develop and deliver training sessions and materials to educate users on new
and existing IT systems, applications, and procedures.
Facilitate knowledge transfer sessions to ensure users are equipped with the
necessary skills and knowledge to utilize IT resources effectively.
Create and maintain user manuals, guides, and other documentation to
support IT training efforts.
Manage the scheduling, coordination, and logistics of IT training programs
to ensure successful execution.
Provide support and training to users during the implementation of new
technologies to facilitate smooth transitions and minimize disruptions.

Qualifications

Required
One or more of the following certifications (IAT II):
CCNA-Security
CySA+ **
GICSP
GSEC
Security+ CE
CND
SSCP
Four (4) years of progressive experience demonstrating the required
proficiency.
Bachelor’s degree and/or equivalency.
Secret Clearance Eligible
Preferred
Current or past experience supporting Federal Health organizations
Federal Consulting Industry Experience Preferred
At NetImpact Strategies, we post salary ranges in compliance with the
specific labor laws and regulations of each county and state, ensuring
transparency and fairness in our hiring practices. This approach reflects our
commitment to adhering to legal requirements and promoting equitable pay
standards across all regions where we operate. The posted salary range for
this role is [40,000-60,000]. The posted salary range is not an exact
indication of the actual compensation offered and is instead a range of what
NetImpact, in good faith, could compensate at the lowest and most high end
of the salary market. In general, NetImpact may not pay the top of the
salary range. Compensations are determined by several mitigating factors
including skillset, experience, trainings, location, and other factors
including benefits packages.
#LI-Onsite

About Us

Perks of working at NetImpact Strategies
Your health comes first – we offer comprehensive medical, dental, &
vision insurance that starts the first of the month after you join the team
Invest in your future – 401(k) Plan – Immediately vested em loyer
contributions; no matching required
Work hard, play hard – we offer a generous Paid Time Off (PTO) policy
and observe ALL ten (10) federal holidays
Pawsitively pawesome – Pet Insurance (because our little critters are part
of our families, too!)
Invest in your education – Tuition reimbursement, internal training
programs, & company-sponsored industry certifications
Be part of a dynamic and collaborative work environment recently ranked by The
Washington Post as a Top Work Place in 2019, 2021,2022, & 2023!