Sr. Helpdesk Specialist

- I will troubleshoot, resolve, and/or escalate technical issues based on ticket assignments, either deskside or remotely as necessary. - I will correlate events and incidents for management of Information Technology (IT) Services. - I will provide excellent and prompt customer service to DTRA personnel by assisting them with IT-related issues. - I will document and communicate degradation of services or outage issues to customers and help with resolution. - I will follow ITSM and ITIL processes to ensure quality of services and prompt resolution. - I will ensure my assigned tickets stay within the program’s AQL/SLA commitments. - I will utilize Remedy and/or Service Now for queue and work management. - I will ensure all tickets, requests, and work orders are properly documented. - I will create or coordinate the development of Knowledge Base Articles (KBA). - I will troubleshoot complex problems, derive root causes, and apply correct fixes or workarounds. - I will provide support for new employees setting up ADPE (e.g., monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and addressing any unresolved account administration providing access to necessary websites, applications, or services.