Service Desk Frontline Support Specialist

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Division Summary:

The MITRE Corporate Service Desk is seeking an individual with excellent communication skills and technical aptitude, with experience in IT support in an Enterprise environment to join our team. The primary focus of this position is to provide first level support with diagnosis, identification, and resolution of incidents and problems of varying complexity with hardware, software, LANs, networks, servers and corporate data systems.

Job Responsibilities:

• Provide 1st tier and 2nd tier technical support to internal MITRE employees with software: Windows 10, Mac OS & OSX, MS Office, (primarily Outlook), LAN, VPN, and remote devices, hardware and peripherals, and other technologies.
• Follow defined Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Educate and guide MITRE employees in using MITRE tools, technology, and the information and knowledge infrastructure effectively.
• Collaborate with other Service Desk employees on problems, process and procedure, special projects and other issues of importance to the Service Desk.
• Bring technical expertise to bear, sharing technical knowledge and experience in a team setting to educate and inform all team mates to strengthen the team as a whole.

Basic Qualifications:

• Typically requires a minimum of 1 year of related experience with a High School Diploma or equivalent in education, or equivalent combination of high school courses and related work experience.
• Must be a U.S. Citizen and possess or be able to obtain a Security Clearance
• Proficient at solving problems with Windows, macOS & iOS, MS Office applications and mobile & remote access services.
• Excellent customer service skills.
• Excellent communication skills.
• Excellent troubleshooting abilities.
• Strong analytical and problem-solving skills across a wide range of technology
• Expert knowledge of Windows 10/11, macOS, iOS and Microsoft Office Suite products
• Excellent customer service, communication, and troubleshooting skills.
• Demonstrated ability and desire to quickly learn and apply new technologies
• Ability to work both independently and collaboratively with colleagues
• Ingenuity for applying a set of technical skills across multiple subject matter domains
• Excellent written and verbal communication and presentation skills.
• This position requires a minimum of 50% hybrid on-site

Preferred Qualifications:

• Undergraduate degree or equivalent experience, with a focus on technology
• ITIL v4 Foundation certification or equivalent experience
• CompTIA Security+, CompTIA A+ Certification, HDI SCA certification a plus
• Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience

This requisition requires the candidate to have a minimum of the following clearance(s):

None

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s):

None

Work Location Type:

Hybrid

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local or international law.

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