Enterprise Service Desk Technician - Mid

CoSolutions, Inc.
Quantico, VA
Jul 23, 2021
Jul 25, 2021
Full Time
CoSolutions, Inc.is looking to hireEnterprise Service Desk Technicians - Mid level to support anEnterpriseServiceDeskoperations inKansas City, MO. Conduct operations in support of the Enterprise Service Desk. Execute scripts and answer calls. Troubleshoot, resolve, and/or escalate technical issues. Open and close tickets. Correlate events and incidents for management of Information Technology (IT) Services. Experience in IT required including at least one (1) year of customer service experience in IT. Must possess MTA for Windows OS certification The Enterprise Service Desk (ESD) provides a single management organization with Enterprise responsibility, closely aligned with the operational chain-of-command. It provides comprehensive IT support to include device and network service, application, email, and file access support. The Service Desk is the single point of entry to request assistance and/or report problems, providing continuous support accessible through an Automated Call Distribution system. For incident/problem handling, work assignments are prioritized based on operational requirements. Responsibilities: Work independently on routine assignments. Creation of trouble tickets Tracking of trouble tickets through resolution Reporting trouble ticket data in the Government provided management database, BMC Remedy for ONE-Net Resolution of trouble tickets Follow-up with users via electronic means to verify whether an issue is resolved, and close trouble tickets that are verified as resolved Provide support during designated critical events or disaster recovery operations. Participate in scheduled Enterprise Continuity Plan (ECP)/COOP exercises. Record and keep all materials relating to all customer service requests for the life contract. Act as a single point of contact for resolution of all technology-related issues for supported TNOSC and LNSCs. Clearance: Active DoD Secret (interim clearance acceptable to start) Education: High School Diploma or GED Certifications: DoDD-8570 IA Technical Level 2 (Security+/CE, CySA+, GICSP, GSEC,CCNA+Security, or SSCP)ANDMTA for Windows OS certification Experience: One year customer service experience in computer systems operations. One (1) or more year of experience in remote desk takeover tools and usage Customer Service experience required. Knowledge of programming and system operation concepts with the understanding of how systems operate on computer hardware. Proficiency in Microsoft Word, Excel and Power Point. Work Hours:Predominantly Day shift Physical Requirements: Ability to sit for extended periods of time Ability to stand for extended periods of time Ability to walk to various locations as needed Ability to bend and navigate to perform assigned duties Ability to lift light to moderate equipment as needed for job