Senior Help Desk Specialist

4 days ago

Kirtland Air Force Base, United States ECS Limited Full time

ECS is seeking a Senior Help Desk Specialist, providing support to our major national laboratory customer in Albuquerque, NM.

The client has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. They architect, design, and develop software solutions that solve complex business problems across the National Laboratories. This is a team of software engineers that research new technologies and develop innovative solutions within technology areas such as service-oriented and micro-services architectures, big data problem space, data and compute virtualization, 3D data visualization, enterprise cyber security, and mobile computing. Their primary project is developing for Service Now with a current focus on Machine Learning. The team uses SCRUM for their project management and is highly disciplined, frequently running in one week scrum cycles.

RESPONSIBILITIES AND DUTIES

Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution. Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk. Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities. Selected candidate must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective. Must be able to work independently on tasks after initial ramp up period and should be comfortable working at a high pace.

  • AA/AS IT Degree and 4 years of related experience
  • Must be a US Citizen
  • Ability to obtain and maintain a U.S. Department of Energy Q security clearance.
  • Experience working in an Agile or Scum environment.
  • Comfortable using Windows, Excel, Outlook and Service Now
  • Ability and desire to learn and expand their technical skills
  • Dedication to customer satisfaction, quality, collaboration, and partnerships
  • Customer Service Experience
  • Highly organized and pays attention to details
  • Work onsite in Albuquerque - 80% of the time. Selected candidate should live within 60 miles of Albuquerque. One day per week can be worked remotely after initial onboarding.
  • Candidate must be able to work independently
  • Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.

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