service desk specialist

Las Vegas-Clark County Library District

<div>Overview:
<div>
The award-winning Las Vegas-Clark County Library District is currently hiring for an IT Service Desk Specialist with the IT Department.</div><div></div><div><b><br>
General Summary:</b></div><div>
Under the general direction of the Library District's IT Service Desk Manager, the Service Desk Specialist provides first-line technical support to staff across the Las Vegas-Clark County Library District. This role is responsible for resolving hardware, software, and network issues efficiently, delivering high-quality customer service, and ensuring optimal functionality of IT systems.</div><div></div><p><b><br>
Description of Hours and Wages</b><b>:</b></p><p>
The pay range for this position is $30.95 to $41.47 per hour. Pay typically begins at the minimum of the pay range, and employees are eligible for annual merit and COLA increases per District policy.</p><p></p><p><br>
This is a full-time, 40 hours per week, FLSA non-exempt position.</p><p></p><p><b><br>
Application Deadline</b><b>:</b></p><p>
The application deadline for this position is 11:59 p.m. on Monday, March 2, 2026. To be considered for this position, applications must be submitted prior to this deadline.</p><p></p><p><i><br>
We anticipate interviewing for this position on or around March 16, 2026.</i></p>
Responsibilities:
<div><b>
Essential Duties and Responsibilities:</b></div><div><div><ul><li>
Responds to service desk requests via phone, email, and ticketing system, providing timely and accurate support.</li><li>
Troubleshoots and resolves issues related to workstations, printers, applications, and connectivity.</li><li>
Documents support requests, resolutions, and technical procedures in the ticketing system.</li><li>
Assists with onboarding and support for new staff and technology rollouts.</li><li>
Escalates complex issues to appropriate IT teams and follows up to ensure resolution.</li><li>
Provides training and guidance to staff on standard IT procedures and best practices.</li><li>
Maintains knowledge of current technology and participates in continuous learning.</li><li>
Travels to provide support to any of our 25 locations throughout the Clark County Library District.</li><li>
Ensures District compliance with all federal, state, and local laws, regulations, codes, and District Policies and Procedures.
</li><li>Stays abreast of current and future trends in Information Technology, Library Administration, and Public Administration, and makes recommendations regarding future District Strategies and Planning.</li><li>
Performs other duties as assigned.
</li></ul></div></div>Qualifications:
<p><b>
Knowledge, Skills, and Abilities:</b></p><p>
<b>Education</b><b>:</b></p><ul><li><div><ul><li><div><ul><li><b>
Required:</b> Associate&rsquo;s degree in Information Technology or related field.</li><li><b>
Preferred:</b> N/A</li></ul></div></li></ul></div></li></ul><p></p><p><br>
<b>Experience</b><b>:
</b></p><ul><li><div><ul><li><div><ul><li><b>Required:</b> Two (2) years of experience in an IT support or help desk role.</li><li><b>
Preferred:</b> N/A</li></ul></div></li></ul></div></li></ul><p></p><p><br>
<b>License</b><b> or Certifications:</b></p><ul><li><div><ul><li><div><ul><li><b>
Required:</b> N/A</li><li><b>
Preferred:</b> Relevant information technology certifications (e.g., Comp TIA A+).</li></ul></div></li></ul></div></li></ul><p><b>
Physical</b><b> Requirements</b><b>:
</b></p><p>Work is primarily performed in an office setting. Ability to lift up to 10 pounds maximum, and occasionally lifting and/or carrying such articles as computer/network equipment. Although work is performed in an office setting, a limited amount of walking or standing is often necessary to carry out job duties. The role may require after-hours availability for emergency response and critical maintenance.</p><p></p><ul><li><br>
<i>PLEASE NOTE: Meeting these posted qualifications does not necessarily guarantee an interview.</i>
</li></ul>Schedule:
<p><b>
Monday: </b>11:30 AM - 8:00 PM</p><p><b>
Tuesday: </b>11:30 AM - 8:00 PM</p><p><b>
Wednesday: </b>11:30 AM - 8:00 PM</p><p><b>
Thursday: </b>11:30 AM - 8:00 PM</p><p><b>
Friday: </b>9:00 AM - 6:30 PM</p><p></p><ul><li><br>
<i>This schedule may be subject to change based on the needs of the Library District.</i></li></ul>
Benefits:
<ul><li>Medical, dental, vision, and life insurance insurance.</li><li>Nevada Public Employees Retirement System (PERS).</li><li>14 paid holidays, plus 1 additional floating holiday per year.</li><li>Paid vacation (18 days per year) and sick time (12 days per year).</li><li>Tuition reimbursement.</li><li>For more details about employee benefits, please see https://thelibrarydistrict.org/benefits/</li></ul>
Pay Range: USD $30.95 - USD $41.47 /Yr. Position Type: Full-Time Category: IT Service Desk Job Location: Windmill Service Center Location : Address: 7060 W. Windmill Lane</div>

IT Service Desk Specialist

Banc of California

<div><p><b>BANC OF CALIFORNIA AND YOUR CAREER</b></p>
<p>
Banc of California, Inc. (NYSE: BANC) is a bank holding company with over $34 billion in assets and the parent company of Banc of California. Banc of California is one of the nation&rsquo;s premier relationship-based business banks, providing banking and treasury management services to small, middle market, and venture backed businesses. As the largest independent bank headquartered in California, the bank offers a broad range of loan and deposit products and services through a network of full-service branches and regional offices, as well as through digital and nationwide capabilities. The bank also provides full-service payment processing solutions to its clients and serves the Community Association Management industry nationwide through its technology forward platform, SmartStreet&trade;. Banc of California is committed to supporting its local communities through the Banc of California Charitable Foundation and by partnering with organizations that promote financial literacy, job training, small business support, affordable housing, and more</p>
<p>
At Banc of California, our success is powered by our people and a shared commitment to delivering meaningful results. We foster an environment where entrepreneurial thinking is encouraged, and accountability and operational excellence are expected. Our team members are empowered to take ownership, make informed decisions, and make a meaningful impact as the bank continues to grow and evolve. We are dedicated to supporting your growth and wellbeing through comprehensive benefits, robust development opportunities, and inclusive programs that enable you to perform at your best. Together we win!</p><br>
<p></p>
<p><b>
THE OPPORTUNITY</b></p>
<p>
The Service Desk Support Specialist is responsible for providing technical support to users of the company&rsquo;s network, software, and computer systems, performing routine Service Desk tasks, and participating in special department projects as necessary. The Service Desk Support Specialist ensures the company's systems are operating in a secure and stable manner as directed. The Service Desk Support Specialist performs all duties in accordance with the company&rsquo;s policies and procedures and all U.S. state and federal laws and regulations wherein the company operates.</p><br>
<p></p>
<p><b>
HOW YOU&rsquo;LL MAKE A DIFFERENCE</b></p>
<ul>
<li>Fields incoming technical incident requests via phone, email, chat, and ticket, resolving upon first contact with the user or escalating to the appropriate group according to established incident management procedures.</li>
<li>Provides direct support to users for the company&rsquo;s networks, software, and computer systems.</li>
<li>Provides step-by-step technical instruction and support.</li>
<li>Troubleshoots and resolves problems within privileged authority and in cooperation with other IT groups.</li>
<li>Accurately logs issues into the company&rsquo;s ticketing software to ensure events are properly reported and resolved within established service level guidelines.</li>
<li>Responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through with users and/or staff involved.</li>
<li>Assists in deploying hardware and software updates and other patch management directives.</li>
<li>Documents procedures, how-to&rsquo;s, and common solutions as articles to be included into a knowledgebase system used by IT staff as well as end users.</li>
<li>Assists in special projects and tasks of a diverse nature for the department under the direction of the Chief Information Officer.</li>
<li>Participates in Critical Incident Management and Problem Management activities as needed.</li>
<li>Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.</li>
<li>Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.</li>
<li>Follows policies and procedures; completes tasks correctly and on time; supports the company&rsquo;s goals and values.</li>
<li>Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one&rsquo;s own actions and conduct.</li>
<li>Follow all established policies and procedures.</li>
<li>Performs other duties and projects as assigned.</li></ul><br>
<p></p>
<p><b>
WHAT YOU&rsquo;LL BRING</b></p>
<ul>
<li>Associates degree (AA) or equivalent is preferred.</li>
<li>A minimum of 2 years of related experience and/or training. Work related experience should consist of a technical background in information resources, technology, products, or services.</li>
<li>3+ years of providing a strong level of customer service in a high-performance environment.</li>
<li>2+ years of experience working as an IT helpdesk Tier 1 or higher technician.</li>
<li>Experience working in a federally regulated financial institution a plus.</li>
<li>CompTIA A+ certified or similar a plus.</li>
<li>Basic experience, knowledge, and training in Information Technology department operations, voice and data communications, troubleshooting techniques, software and hardware support, and network administrative programs and resources.</li>
<li>Must be positive, friendly, patient, flexible, teachable, and organized as well as possess exceptional oral, written, and interpersonal skills.</li>
<li>Advanced skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.</li>
<li>Upon hire, has the ability to continually demonstrate knowledge of, adherence to, monitoring, and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal), and Community Reinvestment Act (CRA).</li>
<li>Position requires the employee to report to work at the corporate office five days a week.</li></ul><p><br>
</p><p>The full-time base salary range for this position is $47,840.00 - $54,080.00 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors.</p><br>
<p></p>
<p>
Banc of California is an equal opportunity employer committed to creating a diverse workforce. All qualified applicants will receive consideration for employment without regard to their actual or perceived race (including traits associated with race, such as hair texture, hair type or protective hairstyles), religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender, gender identity, gender expression, gender transitioning, citizenship status, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information, or disability (mental or physical), requests for accommodation and any additional protected categories set forth in applicable federal, state or local laws. If you require reasonable accommodation as part of the application process, please contact Talent Acquisition.</p></div><p></p>

Service Desk Support Specialist (TEMP Up to 90 Days)

FlairsTech

<div><div><div><div><p>Requirements and responsibilities</p><div><h1 class="jobSectionHeader"><b>
Tier 1 Service Desk Specialist</b></h1><p><b>
Role Summary:</b></p><p>
The Tier 1 Service Desk Specialist reports directly to the Customer Success Manager and</p><p>
serves as the primary point of contact for customer support requests. This role is</p><p>
responsible for delivering exceptional customer service, providing technical support, and</p><p>
supporting customer success initiatives through efficient case management and proactive</p><p>
customer engagement.</p><p></p><p><b><br>
Key Responsibilities</b></p><p><b>
Primary Customer Support Functions</b></p><ul><li>
Serve as the first point of contact for all customer inquiries during established</li></ul><p>
business hours, with 90% of inbound traffic received via email and automatically</p><p>
ingested into Freshservice as tickets</p><ul><li>
Monitor and respond to multiple communication channels including phone, email,</li></ul><p>
chat, and video conference</p><ul><li>
Provide exceptional customer service with full ownership of service requests from</li></ul><p>
initial contact through resolution</p><ul><li>
Accurately log, classify, and manage all service requests in Freshservice case</li></ul><p>
management system with critical focus on proper ticket classification and</p><p>
categorization</p><ul><li>
Properly categorize incidents versus problems to ensure appropriate handling and</li></ul><p>
escalation paths</p><ul><li>
Achieve first contact resolution whenever possible to maximize customer</li></ul><p>
satisfaction and operational efficiency</p><p><b>
Technical Support Delivery</b></p><ul><li>
Identify, assess, record, resolve, and escalate incidents and service requests within</li></ul><p>
agreed-upon SLA timeframes</p><ul><li>
Manage product user accounts including provisioning, modifications, and</li></ul><p>
deactivations</p><ul><li>
Provide &quot;how-to&quot; training and guidance to customers on product features and</li></ul><p>
functionality</p><ul><li>
Escalate complex technical issues to Tier 2 or Tier 3 support teams when appropriate</li><li>
Proactively follow up on all requests to ensure successful resolution and customer</li></ul><p>
satisfaction</p><ul><li>
Monitor ticket queue for stagnant cases and proactively communicate with</li></ul><p>
customers to prevent service degradation</p><ul><li>
Identify and escalate emerging trends or patterns in customer issues to</li></ul><p>
management and product teams</p><ul><li>
Contribute to and maintain the Freshservice knowledgebase with solutions and</li></ul><p>
documentation</p><ul><li>
Collaborate with Product Team on user documentation and training video</li></ul><p>
development</p><ul><li>
Assist in creating and maintaining Service Desk Standard Operating Procedures</li></ul><p><b>
Customer Success Support</b></p><ul><li>
Support customer onboarding processes to ensure smooth product adoption</li><li>
Assist with project-related tasks and customer implementation activities</li><li>
Maintain accurate customer database information and account details</li><li>
Monitor DevOps change and release management activities for customer impact</li></ul><p>
assessment</p><ul><li>
Assist with customer communications including notifications, announcements,</li></ul><p>
and system updates</p><ul><li>
Prepare service desk metrics and reports for management and support teams</li><li>
Identify opportunities to improve customer experience and operational efficiency</li></ul><p></p><p><b><br>
Required Qualifications</b></p><p><b>
Education</b></p><ul><li>
Bachelor's degree in Information Technology, Business Administration, Computer</li></ul><p>
Science, or related field</p><ul><li>
Relevant industry certifications (CompTIA A+, ITIL Foundation, or similar) preferred</li><li>
Equivalent combination of education and experience may be considered</li></ul><p></p><p><b><br>
Experience</b></p><ul><li>
2-3 years of experience in service desk, technical support, or customer service role</li></ul><p>
Experience with ticketing systems and case management platforms (Freshservice</p><p>
experience preferred)</p><ul><li>
Familiarity with change management processes and DevOps practices preferred</li></ul><p><b>
Technical Skills</b></p><ul><li>
Knowledge of current desktop and network operating systems (Windows, macOS,</li></ul><p>
Linux)</p><ul><li>
Understanding of common software applications and troubleshooting techniques</li><li>
Basic networking concepts and connectivity troubleshooting</li><li>
Proficiency with Microsoft Office Suite and collaboration tools</li><li>
Experience with remote support tools and screen sharing applications</li><li>
Strong email management and communication skills given high volume of email[1]based ticket intake</li><li>
Ability to quickly analyze and categorize tickets for proper routing and resolution</li><li>
Experience with trend analysis and pattern recognition in customer support data</li><li>
Basic knowledge in accounting and finance.</li></ul><p><b>
Essential Attributes</b></p><ul><li>
Fluent in English with exceptional written and verbal communication skills</li><li>
Customer-focused mindset with genuine desire to help and support customers</li><li>
Excellent communication skills both written and verbal, with ability to explain</li></ul><p>
technical concepts to non-technical users</p><ul><li>
Strong problem-solving abilities with attention to detail and analytical thinking</li><li>
Patience and empathy when working with frustrated or confused customers</li><li>
Self-motivated and results-oriented with ability to work independently and follow</li></ul><p>
direction</p><ul><li>
Organizational skills with strong documentation and record-keeping abilities</li><li>
Adaptability and learning agility to quickly master new technologies and</li></ul><p>
processes</p><ul><li>
Multitasking capability while maintaining focus and quality standards</li><li>
Professional demeanor with integrity, credibility, and good judgment</li><li>
Team collaboration skills with ability to work effectively across departments</li></ul><p><b>
Success Metrics</b></p><ul><li>
Customer satisfaction scores and feedback</li><li>
First-call resolution rates and overall ticket resolution efficiency</li><li>
Response time adherence to SLA requirements</li><li>
Case volume management and productivity metrics</li><li>
Ticket classification accuracy and proper categorization rates</li><li>
Proactive identification and escalation of trends and patterns</li><li>
Stagnant ticket monitoring and proactive customer communication</li><li>
Knowledge base contribution and documentation quality</li><li>
Escalation accuracy and appropriateness</li></ul></div></div></div></div></div><div></div>

Technical Support Specialist

General Dynamics Information Technology

<p></p><div><div><div><p>Your Impact</p><p>
Own your opportunity to serve as a critical component of our nation&rsquo;s safety and security. Make an impact by using your expertise to protect our country from threats.</p><p>
Job Description</p><div><p>
GDIT is seeking a Help Desk Specialist for 24x7x365 service desk support for a Federal customer in Washington, DC. This position is under an IT modernization and sustainment program within a component agency of the Department of Homeland Security (DHS). This position will report directly to the Service Desk Manager or a Shift Lead. In order to more effectively achieve its mission objectives, the component agency must provide technical support to end users to ensure systems are operating with optimal performance, security, and usability. The candidate will conduct all necessary technical Service Desk support activities to ensure systems are strong, robust, and perform up to standard.</p><p></p><p>
The work shift is Wednesday - Sunday, 3:00pm -1130pm and candidate must be onsite</p><p></p><p>
The work location is near Gallery Place Metro station or Metro Center in Washington, DC.</p><p></p><p>
 HOW JOB TITLE WILL MAKE AN IMPACT</p><ul><li>
The Help Desk Specialist will: Provide user support and customer service on company supported computer applications and platforms, use a ticketing system (ServiceNow) to document and create all incoming Incident and Service Requests, troubleshoot issues and advise on appropriate action, ensure prompt resolution of issues, escalate issues to Tier 2 or shift lead, track all issues to closure, respond to user requests via phone and email.</li></ul><p></p><p>
 WHAT YOU&rsquo;LL NEED TO SUCCEED</p><ul><li>
The applicant must have a technical background</li><li>
Experience working on service desk teams supporting IT services (Desired)</li><li>
Experience in working with a ticketing system, such as Remedy, SCSM, ServiceNow, etc&hellip; (Desired)</li><li>
The ability to resolve technical and other types of issues with little oversight</li><li>
Strong oral and written communications skills</li><li>
Technical certifications (Desired)</li><li>
3 years relevant experience with an Associates degree or in lieu of a degree is acceptable</li><li>
Technical degree preferred</li><li>
Contract requires US Citizenship and the candidate must be able to obtain a public trust.</li></ul><p></p><p>
GDIT IS YOUR PLACE:</p><ul><li>
401K with company match</li><li>
Comprehensive health and wellness packages</li><li>
Internal mobility team dedicated to helping you own your career</li><li>
Professional growth opportunities including paid education and certifications</li><li>
Cutting-edge technology you can learn from</li><li>
Rest and recharge with paid vacation and holidays</li></ul><p></p>
</div></div><div><div><div><p>Work Requirements</p></div></div><div></div><div><div>
Years of Experience<div>
4 + years of related experience</div><ul><li>may vary based on technical training, certification(s), <i>or</i> degree</li></ul></div><div></div><div>
Certification<p>
Azure Fundamentals (AZ-900) - Microsoft - Microsoft</p><p>
CompTIA - Security+ - CompTIA - CompTIA</p><p>
ITIL Foundation - ITIL - ITIL</p></div><div></div><div>
Travel Required<div>
None</div></div><div></div><div>
Citizenship<div>
U.S. Citizenship Required</div></div></div></div></div><div><p>
Salary and Benefit Information</p><div>
The likely hourly rate for this position is between $25.63 - $28.75. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.<br>
View information about benefits and our total rewards program.</div><p>
About Our Work</p><div>
We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.</div><div>
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.</div><div><i>
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</i></div></div></div>

Help Desk Technical Support - Shift Wednesday - Sunday, 3:00pm -11:30pm- US Citizenship required

Etisalat

<div><div><b>NOC Front Office Specialist.Network Management</b> <b>-</b> <b>(</b><b>2600000M</b><b>)</b></div><div><b>
Description</b><div></div><p><b><br>
Job Purpose</b></p><p>
1- 24 x 7 Surveillance across IT &amp; Technical networks. 2- Detect faults/outages and follow up till restoration as per agreed SLA. 3- Open Trouble Tickets for all fired alarms/events on concerned Teams via HPSM. 4- Escalate Incidents as per agreed incident procedure document and generate IR reports. 5- Shift Handover implemented properly.</p><p><b>
Report To Position Name</b></p><p>
IT NOC Surveillance 1. 24 x 7 monitoring of all IT network services (DB, Servers, IN billing and charging, Infrastructure, Applications, Contact Centre, Middle-ware, Siebel,&hellip;). 2. on time detection of faults and follow up till restoration. 3. Create Trouble Tickets and update according to the agreed SLAs. 4. Shift plan &amp; Shift handover implementation. 5. Supervise the service during CR implementation and verify the service status after implementation. 6. Data collection, Network performance monitoring 24/7. 7. Generate incident reports according to predefined incident severity and escalate to the top management when required according to approved updated escalation matrix during the incident with various means notifications (SMS, mail,...)</p><div><br>
</div></div><div><b>
Qualifications</b><div></div><p><b><br>
QUALIFICATIONS_ESSENTIAL</b></p><p>
- Ability to work 24/7 - shift base - Ability to work under pressure - Arabic &amp; English ( spoken &amp; written) - Graduated within Telecommunication or Computer Engineering - Computer knowledge: Windows, Word, Excel, Power Point, Outlook... - Capable to handle multi Tasks<br>
</p><p><b>
QUALIFICATIONS_DESIRABLE</b></p><p>
- Very good communication skills. - Very good presentation skills. - Programming skills. - ITIL foundation</p><p><b><br>
EXPERIENCE_ESSENTIAL</b></p><p>
- Support the Change Management process by controlling final execution of all Planned Works for all network and services to minimize service disruption. - Broad knowledge within mobile communications, IN billing &amp; charging, IT systems,.... - Experience in a Network Operations or IT service desk environment.</p><p><b><br>
EXPERIENCE_DESIRABLE</b></p><ul><li>Good understanding of IT technologies.</li></ul><p><b><br>
CERTIFICATIONS_ESSENTIAL</b></p><p>
- ITIL Foundation - CCNA - Mobile Network Package (2G/3G/4G/5G)</p><div><br>
</div></div><div><b>
Job</b><b>:</b> Specialist</div><div><b>
Organization</b><b>:</b> Etisalat-Misr</div><div>
 Entry Level</div><div><b>
Job Posting</b><b>:</b> 10/Feb/2026, 3:35:50 AM</div></div>

NOC Front Office Specialist.Network Management

TAWANTECH

<div><p>The Service Desk role provides on-site operational support within the Technology Operations team. The role is responsible for enforcing end-to-end ticket logging and management through the ITSM system, ensuring accurate tracking, proper documentation, and full compliance with defined SLAs and KPIs, while adhering to all cybersecurity and regulatory requirements.</p><p></p><b>
Key Responsibilities</b><ul><li>
Lead day-to-day Service Desk operations within Technology Operations.
</li><li>Oversee and ensure proper logging, tracking, and management of all incidents, service requests, and problems via ITSM.
</li><li>Monitor ticket progress and ensure timely resolution in line with SLAs.
</li><li>Ensure proper ticket closure with complete documentation and resolution details.
</li><li>Act as an escalation point for complex or critical incidents.
</li><li>Coordinate with internal technical and business teams to ensure efficient issue resolution.
</li><li>Monitor service desk performance and ensure KPI compliance.
</li><li>Prepare and review operational, service-level, and management reports.
</li>Support audits, assessments, and regulatory reviews when required.<br>
<li>
</li></ul><br>
<br>
<b>Requirements</b><br>
<ul><li>
Strong understanding of ITSM processes (Incident, Request, and Problem Management).
</li><li>Solid experience in Technology Operations Service Desk environments.
</li><li>Proven experience working with SLA and KPI frameworks.
</li><li>Strong reporting, documentation, and analytical skills.
</li><li>Excellent communication and stakeholder management skills.
</li><li>Previous experience in banking or financial services environments.
</li><li>PMP and ITIL certifications are required.
</li><li>Ability to work across teams objectively without operational bias.
</li><li>High attention to detail and problem-solving mindset.
</li></ul><b>Qualifications &amp; Experience</b><ul><li><ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
</li><li><b>Minimum 6&ndash;8 years of experience</b> in Service Desk or IT Operations roles.
</li><li>Proven senior-level experience in a banking or regulated financial environment.</li></ul></li></ul></div>

Service Desk

Trace Systems Inc.

<div>
 <strong>
  Job Overview
  <br/>
  <br/>
 </strong>
 <strong>
  Job Title:
 </strong>
 Helpdesk Specialist II
 <br/>
 <br/>
 <strong>
  Location:
 </strong>
 Doha, Qatar
 <br/>
 <br/>
 <strong>
  This position is pending contract award.
  <br/>
  <br/>
 </strong>
 <strong>
  Job Responsibilities
  <br/>
  <br/>
 </strong>
 Trace Systems is actively recruiting for a Helpdesk Specialist II to support the AFCENT Combined Air Operations Center (CAOC) contract in Doha,Qatar.
 <br/>
 <br/>
 <strong>
  The Job Responsibilities Include, But Are Not Limited To
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);
  </li>
  <li>
   Provide Tier 1 hands-on support to users on the AOC/CAOC floor;
  </li>
  <li>
   Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required;
  </li>
  <li>
   Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;
  </li>
  <li>
   Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;
  </li>
  <li>
   Manage SIPR PKI program;
  </li>
  <li>
   Coordinate on Firewall Exemption Requests (FERs)/Bluecoat Exemption Requests (BERs);
  </li>
  <li>
   Maintain the CFP status display systems to remotely monitor and track status of all systems, networks and connections, including internal and external links and circuits;
  </li>
  <li>
   Serve as focal point for ASIs and time change order/item (e.g., NOTAMs, TCTOs,
  </li>
  <li>
   TCNO, MTO, CCO and CTO) management, processing, tracking and status reportingacross all network enclaves;
  </li>
  <li>
   Maintain status tracking applications/tools; create, update, and coordinate status reports and presentation slides (i.e., COMSTATs, SITREP, etc.); and brief AFCENT leadership to provide situational awareness on outages/failures;
  </li>
  <li>
   Add, move and change client hardware and software to meet end user data, voice, mobile, and video needs;
  </li>
  <li>
   Provide system support to clients operating on the network/domain;
  </li>
  <li>
   Configure client level software, modify software configuration, and perform basicconfiguration management functions;
  </li>
  <li>
   Ensure notification of unit Equipment Custodian of any hardware relocation and equipment problems;Install equipment IAW AFCENT and SPIN-C directives;
  </li>
  <li>
   Assist with installing, testing, and accepting new systems according to the terms of the purchase contract and instructions;
  </li>
  <li>
   Periodically review the organization's needs for computer resources and validate computer equipment requirements;
  </li>
  <li>
   Promote user awareness concerning unauthorized or illegal use of computer hardware and software;
  </li>
  <li>
   Implement client workstation software patches, security fixes, and service releases according to local instructions;
  </li>
  <li>
   Other duties as required
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Active, in-scope US Government issued Secret clearance with eligibility.
  </li>
  <li>
   Due to the nature of the work and contract requirements, US Citizenship is required.
  </li>
  <li>
   Regulation Requirement: Due to Qatar's immigration and labor regulations, Qatar work visas cannot be issued to individuals aged 60 or over, and are not subject to a waiver. Additionally, foreign nationals aged 60 or older are unable to renew their Qatari visa or change sponsors. Therefore, per Qatar work visa regulations, candidates must be 59 years of age or younger to be eligible for a Qatari work visa as required for this position.
  </li>
  <li>
   DoDM 8140 Information Assurance Technical (IAT) Level 2 or higher.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  General Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Responding to help desk tickets and resolving technical issues for hardware, software, and network systems
  </li>
  <li>
   Providing support for operating systems(Windows, macOS, Linux) and common software applications
  </li>
  <li>
   Diagnosing and resolving connectivity problems, including LAN/WAN and VPN issues
  </li>
  <li>
   Assisting end-users with systme logins, password resets and account management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Associates degree in Computer Science or related field; or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent)
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Trace Systems
  <br/>
  <br/>
 </strong>
 Trace Systems Inc. was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide enterprise IT, engineering, full life-cycle communications, cybersecurity, cloud and virtualization services and solutions to the United States Department of Defense and other federal agencies.
 <br/>
 <br/>
 <strong>
  To Apply:
 </strong>
 We invite you to put your talents to work by joining a growing team of dynamic professionals here at Trace Systems! Be part of a culture at our leading-edge company where you can achieve great things while fostering a satisfying and rewarding career progression. To learn more about our current openings, text &lsquo;tracejobs&rsquo; to 97211 or apply directly through our website at: www.tracesystems.com. #jointracesystems
 <br/>
 <br/>
 Trace Systems is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.
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Helpdesk Specialist II

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