Service Desk Specialist - Remote

Overview

Bravium Consulting is seeking a Service Desk Analyst II to provide high-quality IT service desk support, ensuring effective ticket management and continuous process improvement for a federal client.

In Short

• Deliver high-quality IT service desk support.
• Manage tickets efficiently and improve processes.
• Monitor customer satisfaction and implement corrective actions.
• Lead quality assurance efforts for Service Desk operations.
• Ensure accurate documentation and incident management.
• Conduct reviews of knowledge base articles.
• Collaborate with teams to support service improvement initiatives.
• Promote effective communication to prevent outages.
• Utilize ServiceNow or comparable ITSM platforms.
• Must be a US Citizen with the ability to obtain public trust clearance.

Requirements

• Experience in a Service Desk or ITSM support role.
• Familiarity with ServiceNow ITSM.
• Basic understanding of ITSM processes.
• Strong written communication skills.
• Experience with Microsoft Excel and Microsoft 365 tools.
• ITIL Foundation certification preferred.
• Ability to follow established procedures.

Benefits

• 15 PTO days and 11 paid holidays.
• Medical, dental, and vision insurance.
• 401k program with matching contributions.
• Training and professional development programs.
• Flexible work arrangements.
• Employee Assistance Program for mental health support.