Senior IT Specialist (Service Desk) - SITS 25-32300

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
No Travel Required

Skills

Technical Support
Microsoft Windows
Network
Regulatory Compliance
Service Desk
ServiceNow
IT Service Management
Leadership
Management
Microsoft Office
Training
Collaboration
End-user Computing
HIPAA
HITECH
Help Desk
Laptop
Videoconferencing
WebEx

Job Details

Title: Senior IT Specialist (Service Desk)
Location: Brooklyn, NY
Duration: 6 Months

Position Overview

This role provides onsite technical support to agency staff, ensuring end-user computing, network connectivity, conferencing systems, and related technology operate effectively. The Senior IT Specialist works independently under leadership guidance, supporting daily operations and coordinating with enterprise IT teams for escalations.

Key Responsibilities

  1. Monitor and maintain the local technical environment, ensuring systems, network, and conferencing equipment are functioning properly.

  2. Ensure timely service request and incident submission via ITSM ServiceNow.

  3. Collaborate with enterprise IT support teams for resolution and escalation.

  4. Support end-user desktop environments; ensure automated patching and updates run successfully.

  5. Troubleshoot and resolve user access, device, and software issues.

  6. Advise users on proper ticket submission and available training resources.

  7. Provide hands-on support for video conferencing equipment; coordinate with internal teams or vendors as needed.

  8. Provide basic instruction to users on desktop applications, technology use, and conference setups.

  9. Work with office services staff when support issues overlap areas of responsibility.

  10. Respond to incoming help desk calls and service requests.

  11. Provide in-person technical support to users, including executive-level staff.

  12. Travel to nearby locations when necessary for training or support.

Required Experience

  • 60 84 months experience working independently in a technical support role, with the ability to guide others.

Preferred Qualifications

  • 78+ months end-user desktop troubleshooting and support experience

  • 78+ months experience supporting PCs, laptops, networks, and peripherals

  • 72+ months experience using ServiceNow or similar ticketing tools

  • 72+ months experience supporting and operating video conferencing equipment

  • 72+ months experience with Microsoft Office suite and Windows desktop environments

  • 48+ months experience self-managing IT support for 75+ users

  • 48+ months experience working with sensitive data compliance requirements (e.g., HIPAA/HITECH, Pub 1075)

  • 48+ months experience providing in-person support to executive-level users

  • 48+ months experience managing and prioritizing multiple support requests

  • 24+ months supporting online conferencing platforms (WebEx, Teams, Zoom, etc.)

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