Enterprise Service Desk Technician with Security Clearance
2 weeks ago
* Provides basic knowledge and support on MicroSoft operating system and common applications such as Office; diagnose and resolve client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
* Track assigned and created tickets through resolution.
* Identify and resolve computer system malfunctions and operational problems.
* Contribute to Knowledge Base (KB) articles after incidents are resolved.
* Contribute data and reporting to monthly metrics on service tickets.
* Provide customer satisfaction surveys when incidents are resolved.
* Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve.
* Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
* Create user accounts using enterprise tools such as DRA (NetIQ).
* Provisioning Jabber accounts and VOIPs.
* Book AF gateways for VTC Bridging.
Requirements: * High School Diploma with 2-5 years (or commensurate experience).
* Verified DoD Top Secret clearance with SCI eligibility on day one.
* Experience with a service ticketing system, Service Now or Remedy.
* Must have current CompTIA Security+ CE certification.
* Good client management skills.
* Good oral and written communication abilities.
* Ability to perform shift and weekend work. #cj #ait
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