IT Service Desk Specialist - Mid

Requires a highly motivated individual to work as part of an IT Service Desk team responsible for Tier 1-3 support. Responsibilities include maintaining and managing the IT infrastructure and operational needs of the customer, including hardware and software issues, desktops, peripherals, and end-user issues.

Team members shall demonstrate flexibility in working across various IT disciplines and actively support large-scale IT initiatives. They will work in close collaboration with the IT Service Desk Project Manager to ensure end-user requirements are effectively addressed and to assist with a timely resolution of technical issues.

• Respond to customer incidents and service requests via phone, email, walk-ups, and through the incident tracking system

• Provide support for users on PCs, Laptops, and Mobile iOS Devices

• Conducting moves, adds, and changes within the respective end-user computer and telephony systems

• Installing, assembling, and configuring telephony or computer peripherals such as printers, scanners, and related hardware

• Creating and maintaining operating procedures, knowledge articles, and user guides to improve service response times

• Provide Executive Staff support – white glove work for senior government executives

• Provide Video (Zoom, WebEx, Teams) and On-site Conferencing Support and scheduling

• Assist end users with remote client (Citrix/Azure Virtual Desktop) access procedures and/or troubleshooting connectivity issues

• Image, Configure, and deploy end users' workstations and peripherals

• Maintain vendor relationships in hardware, software, and telecom areas

• Assist with the development of knowledge articles and standard operating procedures

• Collaborate with other IT team members on large projects

• Process and track warranty repairs

• Troubleshoot printers, copiers, and scanning systems

• Troubleshoot and set up video conferencing equipment

• Assist with user desk phone (Avaya) configuration and maintenance

• Assist with user mobile phone (iOS, Intune) configuration and maintenance

• Maintain vendor relationships in hardware, software, and telecom areas

Required:

• 3+ years of relevant work experience in an IT Service Desk Environment providing technical end-user support for applications, hardware, and mobile devices

• Bachelor’s degree or certification in an IT-related field; Work Experience may be a substitute

• Experience using a Help Desk ticketing system such as Salesforce, Remedy, or ServiceNow; Salesforce preferred

• Windows OS Support Experience

• Apple iOS Support Experience

• Azure VDI / Citrix Experience

• Knowledgeable in Microsoft Office 365, Microsoft Intune, Active Directory, Exchange

• Printer Administration Experience

• Strong customer service orientation, a positive attitude in interactions with employees, is a must

• Excellent interpersonal and communication skills

• Attention to detail in setting up equipment, including cable management

• Organizational skills in managing multiple, simultaneous projects/tasks

• High levels of maturity and professionalism; giving, receiving, and responding to feedback effectively

• ACTIVE SECRET CLEARANCE REQUIRED

Preferred:

• Relevant certifications such as Azure, Security +

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability