Itility

IT Support

• Provide troubleshooting support to a user community employing computer systems and networks
• Diagnose problems and provide applicable remedies
• May serve as a team leader in operations
• Troubleshoot and resolve complex technical issues related to networks and systems using the ITIL v4 framework
• Use IT service management tools such as JIRA or ServiceNow for issue tracking and resolution
• Ensure accurate documentation and timely resolution of technical issues
• Execute data analysis, manual data updates, and other administrative tasks
• Create and maintain Standard Operating Procedures (SOPs)
• Provide training to personnel and customers in the field
• Serve as the primary communication focal point regarding system health and status
• Issue notifications concerning system maintenance, unplanned and emergency downtime, ad hoc system changes, and other events affecting the user community
• Support the Defense Logistics Agency program

Help Desk Specialist