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Information Management Group, Inc. Service Desk Specialist Level 2 with TS/SCI in Colorado Springs, Colorado

Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.

IMG is hiring a full-time Service Desk Specialist, Level 2 with TS/SCI at its Colorado Springs, CO location.

Position Description:

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Essential Job Functions:

  • Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically

  • submitted requests

  • Provides polite and customer friendly service support for problem resolution

  • Attempts to resolve as many incidents as possible during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required

  • Documents incident status and solutions in incident database tools

  • Possesses current working knowledge of computers, printers, laptops, and common windows applications

  • Works through various types of Tier II issues with telephone assist

  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Shift Hours: Flexibility is necessary as shifts may vary. Training is up to eight weeks on the Day shift (4:00 am - 12:00 pm). The following shifts are currently available, subject to change as vacancies are filled:

  • Mids - 10:00 pm - 6:00 am, Monday - Friday + one weekend day a month.

  • Swings - 2:00 PM - 10:00 pm, Sunday - Thursday

  • Days - 6:00 am - 2:00 pm, Tuesday - Saturday

Clearance Required: TS/SCI prior to consideration

Baseline Certification: Security+ or other technical certification to meet 8570 IAT II compliance required

Education/Experience: High School Diploma + 4 years of relevant experience, Associate's Degree + 2 years of relevant experience, or Bachelor's Degree or higher + 0 years of experience.

COVID Vaccination: As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully vaccinated against COVID-19. If selected, you will be required to be submit proof of vaccination before your start date with IMG. IMG will provide additional information regarding what information or documentation will be needed and how you can request an exception from this requirement.


  • Health, dental, vision, and life insurance

  • Short term and long term disability insurance

  • 401(k) with generous company match

  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

  • 15 days of personal leave plus paid federal holidays

  • Professional development and training assistance

Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

ID: 2021-4422

External Company Name: IMG Information Management Group, Inc.

Telecommute: No