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.
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
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.
IMG COMPANY BENEFITS
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.
External Company Name: IMG Information Management Group, Inc.