Service Desk Support - Senior

As a Top Secret cleared Service Desk Support Specialist for this program, you will be working in an organization that’s mission is to develop and operate the best possible software for critical national security enterprise applications. This organization leverages SCRUM and SAFE Agile software development methodology and strong Dev Ops practices.

 
You will be responsible providing support to application users on a variety of issues. You will identify, research and resolve technical problems.  You will ensure ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.

“This position is contingent upon award”

Responsibilities:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. These personnel serve as the first point of contact or troubleshooting hardware/software PC and printer problems.

Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others. Minimum of 8 years’ experience recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.

 A typical day in the life on this program involves:
•  Receive and triage user-reported issues
•  Resolve user issues and service desk tickets efficiently by offering step-by-step guidance and support and coordinate with other groups as appropriate 
•  Escalate complex issues with detailed description of issues to higher-tier groups 
•  Document each interaction 
•  Track and manage operational metrics

Requirements:

• Active Top Secret clearance
• Minimum of 5 years of relevant experience 
• Education: Bachelor’s degree 
  
  • In absence of degree, additional years of experience may be substituted for educational requirements

Preferred: 

• Business Analysis and Project Management:
• Agile Principles
• AWS Certifications
  
  

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