Enterprise Service Desk Technician - Senior
CoSolutions, Inc. is looking to hire Enterprise Service Desk Technicians - Senior level to support an Enterprise Service Desk operations. 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 customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage. Experience meeting service level goals and targets. 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 include: 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. Required Clearance: Active DoD Secret (interim clearance acceptable to start) Required Education: High School Diploma or GED. Required Certifications: DoDD-8570 IA Technical Level 2 (Security+/CE, CySA+, GICSP, GSEC, CCNA+Security, or SSCP) AND MTA for Windows OS certification Required Experience: Three or more years of progressive experience in computer systems operations. Two (2) or more years of IT ticketing system experience One (1) or more year of experience in remote desk takeover tools and usage Must possess a certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc. 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: Shift base (negotiated or assigned, may rotate). 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.