IT Services Desk Specialist III

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

As an IT Service Desk Specialist III you will have the opportunity to do the following:

• Ensuring seamless technology experiences for our end-users.
• Address inquiries, troubleshoot issues, and deliver expert advice on both hardware and software systems, whether via phone, email, or chat.
• Act as the go-to person for resolving intricate computer software and hardware challenges and serve as a trusted resource for users navigating complex technical problems.
• Handle escalated cases, tackling moderate to highly complex issues with confidence and skill.
• Maintaining service continuity, as you provide vital support during peak periods or when staffing is reduced.
• Set the standard for technical support excellence but also ensure that every user interaction leaves a lasting impression of professionalism.

Qualifications

• Minimum Education: Bachelor's degree and/or equivalency.
• IT Security Designation: ADP/IT-II
• Investigation Required: Tier 3 (T3)
• IA Technical/Management Designation: IAT II and CE
• Experience in this Discipline: Six (6) years of progressive experience demonstrating the required proficiency.
• Strong Communication: Ability to effectively communicate with non-technical users and technical staff.
• Problem-Solving Abilities: A proactive approach to identifying and resolving issues, minimizing downtime and improving user experience.
• Customer Service Excellence: Demonstrated experience in delivering high-quality support, with a focus on user satisfaction.
• Time Management: Efficient multitasking and prioritization skills to handle multiple tickets and projects.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $57,100.00/Yr. - USD $95,300.00/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status