IT Service Desk Support Engineer III
Description
Concept Plus is seeking a highly skilled and motivated IT Service Desk Engineer Level 3 to provide expert technical support, mentorship, and process improvement initiatives within our IT department. This individual will be a vital member of our team, resolving complex end-user issues, driving knowledge sharing, and ensuring adherence to industry best practices and compliance standards.
Primary Responsibilities
Technical Support:
- Troubleshoot and resolve complex technical issues across various hardware, software, and network systems.
- Serve as a subject matter expert (SME) for the IT Service Desk team, providing guidance and knowledge transfer.
- Escalate and collaborate with internal teams or external vendors as needed to ensure timely issue resolution.
- Mentor junior team members, providing training, coaching, and performance feedback.
- Actively contribute to knowledge base development, ensuring comprehensive and up-to-date documentation.
- Facilitate knowledge-sharing sessions to enhance the team's overall proficiency.
Process Improvement and Compliance:
- Analyze current service desk processes, identify areas for improvement, and implement solutions for increased efficiency.
- Develop, implement, and monitor key performance indicators (KPIs) to track service desk metrics and ensure adherence to service-level agreements (SLAs).
- Maintain in-depth knowledge of compliance frameworks such as ISO 20000, ISO 27001, and NIST, ensuring IT service desk operations align with standards.
- Provide exceptional customer service to end-users, ensuring timely and professional communication throughout the incident resolution process.
- Serve as a liaison between the IT Service Desk and internal employees, understanding their needs to deliver a high-quality service experience.
Additional Responsibilities:
- Ability to work independently as well as with the IT operations team to provide technical expertise and support for planned initiatives.
- Strong analytical and problem-solving skills.
- Detail-oriented and committed to thorough documentation.
- Passion for continuous learning and process improvement.
- Partner with business stakeholders to understand their needs and ensure IT Service Desk services effectively support core business processes.
- Participate in system evaluations and migrations, providing user experience and support considerations during the planning and execution
phases. - Leverage Atlassian products to streamline service desk operations and improve process efficiency.
Required Qualifications:
- Bachelor's degree in Computer Science, Information Systems, or a related field or equivalent experience.
- 2-4 years of proven experience in an IT Service Desk management or supervisory role.
- Adept at leveraging help desk ticketing systems and remote support tools to provide efficient and effective IT support.
- Strong understanding of ITIL concepts and best practices.
- Analytical and problem-solving mindset with the ability to see issues from a holistic perspective.
- Excellent communication skills, both written and verbal, with the ability to adapt across technical and non-technical audiences.
- Demonstrated ability to mentor and coach others.
Preferred Qualifications:
- Experience with cloud-based IT systems, such as Directory-as-a-Service and Google Workspace, Atlassian Cloud a plus
- Experience with MacOS a plus
- Experience with MDM (iOS and Android) a plus
- ITIL certification and/or ITSM experience a plus
- Working knowledge of compliance frameworks like NIST, ISO 20000, and ISO 27001.
- Proficiency with PowerShell, Bash, JavaScript and/or other scripting languages a plus
Concept Plus is a growing consulting firm headquartered in Fairfax, VA. We are an Oracle Gold Partner, offering deep technical expertise, combined with business insights and an experienced team focused on providing technical solutions for our clients. We are proud to have been recognized as one of the "25 Most Powerful Oracle Solution Providers" in the area! We offer great benefits including competitive pay, comprehensive health insurance, dental and vision insurance, paid life insurance, paid time off, 11 paid holidays, bonuses, tuition reimbursement, unlimited training, and the opportunity to work in a collaborative, flexible, innovative environment! For additional information about our dynamic organization, please visit our website. at www.conceptplus.com.
Concept Plus is an Affirmative Action/Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.