Senior Service Desk Specialist

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

 

We are hiring a Senior Service Desk Specialist - Top Secret clearance to support our government customer based in Springfield, VA.  The position is required to be onsite. The position requires an active Top Secret/SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph.

Responsibilities

• What You'll Do
  • The Senior Service Desk Specialists are the Tier 2 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer’s IT business and mission-focus enterprise systems.
• Key Responsibilities
  • Senior Service Desk Specialists will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests.
  • Senior Service Desk Specialists will use common vendor provided as well as custom internal diagnostic tools to provide “hands on” troubleshooting assistance at the desktop level.
  • Senior Specialists must be comfortable handling complex end-user support issues independently as well as be capable of supporting internally escalated tickets from Service Desk team members. The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (instant messaging, Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).
  • The position requires to be onsite due to the classified nature/location of the program.

Qualifications

Experience

• Shall have 4 or more years of experience working in an enterprise IT Service Desk or Help Desk role.
• Demonstrated experience providing technical assistance and support to enterprise Microsoft Windows desktop platforms.
• Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites such as Microsoft Office, SharePoint, and Skype for Business, etc.
• Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
• Demonstrated experience working directly with customers – in face or over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
• Shall meet the Cyber IT/Cybersecurity Workforce (CSWF) Technical Support Specialist (411); Intermediate Level for SECNAV M-5239.2 compliance. (See Navy Cool WebSite).

Education

 

Bachelor’s Degree from an Accredited University; or 

 

Certifications

• CompTIA Security+ ce; or
• GIAC Security Essentials (GSEC); or
• Systems Security Certified Practitioner (SSCP)

Desired Qualifications

• Strongly desired to be Microsoft Certified: Modem Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
• Strongly desired to be formally trained and/or certified in the following Information Technology Infrastructure Library (ITIL) modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
• Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites such as BMC Remedy, ServiceNow, or HP Service Manager, for performing Service Desk related duties and responsibilities.
• Demonstrated experience with enterprise monitoring and network performance monitoring solutions as Microsoft System Center, IBM Tivoli, SolarWinds, and/or Splunk.
• Familiarity with Microsoft Active Directory (AD) as a centralized directory service for authentication and authorization for all IT enterprise end-users.
• Familiarity with Microsoft PowerShell and its local and remote diagnostic and analysis capabilities.
• Familiarity with basic Networking troubleshooting concepts and approaches.

Security Clearance Requirements

 

The position requires U.S. Citizenship and an active DoD Top Secret with SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

Experience

• Shall have 4 or more years of experience working in an enterprise IT Service Desk or Help Desk role.
• Demonstrated experience providing technical assistance and support to enterprise Microsoft Windows desktop platforms.
• Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites such as Microsoft Office, SharePoint, and Skype for Business, etc.
• Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
• Demonstrated experience working directly with customers – in face or over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
• Shall meet the Cyber IT/Cybersecurity Workforce (CSWF) Technical Support Specialist (411); Intermediate Level for SECNAV M-5239.2 compliance. (See Navy Cool WebSite).

Education

 

Bachelor’s Degree from an Accredited University; or 

 

Certifications

• CompTIA Security+ ce; or
• GIAC Security Essentials (GSEC); or
• Systems Security Certified Practitioner (SSCP)

Desired Qualifications

• Strongly desired to be Microsoft Certified: Modem Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
• Strongly desired to be formally trained and/or certified in the following Information Technology Infrastructure Library (ITIL) modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
• Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites such as BMC Remedy, ServiceNow, or HP Service Manager, for performing Service Desk related duties and responsibilities.
• Demonstrated experience with enterprise monitoring and network performance monitoring solutions as Microsoft System Center, IBM Tivoli, SolarWinds, and/or Splunk.
• Familiarity with Microsoft Active Directory (AD) as a centralized directory service for authentication and authorization for all IT enterprise end-users.
• Familiarity with Microsoft PowerShell and its local and remote diagnostic and analysis capabilities.
• Familiarity with basic Networking troubleshooting concepts and approaches.

Security Clearance Requirements

 

The position requires U.S. Citizenship and an active DoD Top Secret with SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph

We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.

• What You'll Do
  • The Senior Service Desk Specialists are the Tier 2 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer’s IT business and mission-focus enterprise systems.
• Key Responsibilities
  • Senior Service Desk Specialists will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests.
  • Senior Service Desk Specialists will use common vendor provided as well as custom internal diagnostic tools to provide “hands on” troubleshooting assistance at the desktop level.
  • Senior Specialists must be comfortable handling complex end-user support issues independently as well as be capable of supporting internally escalated tickets from Service Desk team members. The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (instant messaging, Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).
  • The position requires to be onsite due to the classified nature/location of the program.

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