Help Desk Specialist

Make a difference in the lives of others with ITility. ITility is seeking a Help Desk Specialist to support the Defense Logistics Agency program. This is a remote position working on eastern time. 

At ITility, we help our customers command the future by thinking beyond perceived limits to create new, unexpected ways to protect and defend our nation. We inspire and empower people to create significant solutions that secure what matters to our customers and communities, here and around the globe.   

We Value: 

• The Drive to Perform Beyond Perceived Limits. 
• The Desire to Find Significance in All We Do.
• The Passion and Compassion That Powers Both

Responsibilities:

• Provides trouble shooting support to a user community employing computer systems and networks. 
• Diagnoses problems and provides applicable remedies. 
• May serve as a team leader in operations.
• Troubleshooting and resolution of technical issues using ITIL v4 framework, including analysis, diagnosis, and resolution of complex technical issues related to the network and system. 
• Utilization of Information Technology Service Management (ITSM) tools, such as JIRA or ServiceNow, for issue tracking and resolution, ensuring accurate documentation and timely resolution of technical issues. 
• Execution of data analysis, manual data updates, and other administrative tasks, as required.
• Creation and maintenance of Standard Operation Procedures (SOPs), providing training to personnel and customers in the field for activities.
• Serve as the primary focal point of communication, in coordination with other offices, of the health and status of system to include the issuance of notifications, system maintenance, unplanned and emergency downtime, ad hoc system changes, and other events or issues that impact the greater user community.

Required Qualifications:

• Must possess an active Secret Clearance
• Experienced in computer hardware and software systems.
• Minimum (2) years of experience providing tier II support within a DoW/DoD environment. 
• Understanding of how programs use computer hardware.
• Shift supervisor or lead experience 
• Active relevant certification (A+, Net+, CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP)
• Bachelor’s Degree in related field

Work Environment:

• Ability to sit or stand for extended periods and perform computer-based work using standard office equipment.
• Requires frequent verbal communication, active listening, and visual acuity to perform job responsibilities effectively.
• Must follow site-specific safety, security, and dress standards.

ITility is an Equal Opportunity Employer

ITility is committed to providing a work environment that is non-discriminatory, harassment free, fair, ethical and inclusive. ITility is committed to the principle of equal employment opportunity and complies with all applicable laws which prohibit discrimination and harassment in the workplace. 

ITility strictly prohibits discrimination or harassment based on race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, disability, or any other characteristic protected by law in all terms, conditions and privileges of employment, including without limitation, recruiting, hiring, assignment, compensation, promotion, discipline and termination. This policy covers conduct occurring at ITility’s offices, client sites, other locations where ITility is providing services, and to all work-related activities.