IT Service Desk Specialist - Level II – LOVELL

Daily Responsibilities: Maintain workstation and laptop operational baselines and cybersecurity compliance, and provide desk-side and remote support to resolve software and hardware issues not resolved by the GSC or other Enterprise Support Teams (e.g., LAN/WAN/WLAN, software, hardware, network, administrative, and approved special projects).Support local assets, new technology acquisition, and life cycle management for IT hardware and deploy end-user system images to new workstations and laptops in accordance with approved imaging practices. Serve as the primary point of contact for customer engagement, support end-user service requests, and monitor and triage site-assigned ticket Provide hardware support including but not limited to on-site touch labor, troubleshooting, integration, configuration, and installation of authorized hardware, software, and peripherals. Support inventory and configuration management activities by maintaining accurate hardware and software records and assisting with enterprise asset management processes. Assist with configuration baseline management and documentation to ensure system components, interfaces, and revisions are properly tracked throughout the lifecycle. Support equipment staging, installation, testing, and integration while ensuring system configurations comply with enterprise configuration management requirements. Support identity and desktop management activities by coordinating with the Global Service Center (GSC) to manage ticket queues, resolve Tier 2 issues, and escalate complex problems as required. Communicate technical issues and solutions clearly to customers, providing guidance and support to ensure effective resolution of access or system issues. Other duties as assigned.