165 applicantsPosted by Agency

Company

ACS Consultancy Services, Inc · 1 day ago

Service Desk Analyst III

United States

Full-time

Remote

Mid Level

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ConsultingInformation Services

No H1B

U.S. Citizen Only

Security Clearance Required

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Responsibilities

Serve as the primary point of contact for escalated technical support issues from end-users and resolve or coordinate resolution.

Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.

Provide advanced technical support for operating systems, applications, and network-related problems.

Document, track, and follow up on all incidents and requests in the IT Service Management (ITSM) system.

Identify and escalate recurring issues or systemic problems to appropriate teams or leadership.

Collaborate with other IT teams, including Network and Systems Administrators, to resolve advanced technical issues.

Provide mentorship and training to junior Service Desk Analysts and other team members.

Perform root cause analysis and contribute to knowledge base documentation to improve future incident resolution.

Maintain a high level of customer satisfaction through effective communication, timely issue resolution, and follow-ups.

Assist in the development and implementation of service desk procedures, best practices, and policies.

Stay current on industry trends, new technologies, and emerging tools to ensure the Service Desk remains effective and efficient.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT Service Desk experienceITSM toolsOperating systems knowledgeNetworking conceptsActive DirectoryITIL Foundation certificationRelevant certificationsCustomer service orientationMentoring experience

Required

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience in an IT Service Desk or technical support role, preferably at an advanced level (Service Desk Analyst III or equivalent).

Proven experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).

In-depth knowledge of Windows, macOS, and Linux operating systems, as well as common business applications (Office 365, VPN, etc.).

Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, etc.) and troubleshooting.

Experience with Active Directory, Group Policy, and endpoint management tools (e.g., SCCM, Intune).

Strong problem-solving and analytical skills.

Excellent communication skills, both verbal and written.

Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

Strong customer service orientation with the ability to handle sensitive issues with professionalism.

Required Security clearance.

Preferred

Previous experience in a lead or mentoring role is a plus.

ITIL Foundation certification (or higher) is preferred.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or equivalent) are highly desirable.

Federal Experience is a plus.

Company

ACS Consultancy Services, Inc

ACS Consultancy Services Inc is a Small Business that is New York State and New York City Certified Minority and Women-Owned Business Enterprise (MWBE).

Founded in 2011