Service Desk Administrator

Job Locations US-VA-Arlington
ID
2020-10881
Category
Engineering/IT/Design

Check out this new opportunity!

Service Desk Administrator

Job ID # 2020-10881

Contract Opportunity

Location: Arlington, VA

Industry: Aerospace & Defense

Clearance Requirement: TS/SCI

Minimum Education: High School Diploma    

Minimum Experience: 7 years

 

What You’ll Do:

  • The successful Service Desk Administrator will be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.
  • Provide first-response support to customer incidents and requests via phone and email.
  • Triage customer issues. Resolve on-the-spot fixes (password resets, etc). Escalate tickets to appropriate teams.
  • Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers.
  • Coordinate with cross-team and cross-departmental expertise necessary to effectively respond to issues.
  • Ensure customer service excellence by monitoring tickets and reviewing customer feedback.
  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
  • Customer Service Focused.
  • Maintain a high level of responsiveness, communication, professionalism, and overall knowledge.
  • Team Management Focused.
  • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices.
  • Deliver excellent technical support and customer service.
  • Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance contractual standards.
  • Contribute to the change management process; represent the interests of the customer when assessing risk and impact.

 

What You’ll Need:

  • This position requires an active TS/SCI Security Clearance. Must be willing and able to obtain a polygraph within a reasonable amount of time after hire, with acceptable timing determined by manager.
  • Hands on experience using Remedy Ticketing system.
  • Windows based Operating Systems (OS) and windows technology.
  • Extensive troubleshooting experience.
  • Networking experience.
  • Customer service experience.
  • Extensive Help Desk experience.
  • Microsoft Office product experience.
  • Excellent communications skills.
  • Ability to multi-task.
  • Experience collecting system use metrics.
  • A minimum of a IAT Level II (DoD 8570.1M) certification is required: e.g. GIAC Security Essentials - GSEC; CompTIA Security+ CE; Security Certified Network Professional - SCNP; Systems Security Certified Practitioner - SSCP

*U.S. Citizenship is required by law, regulation, executive order, or government contract.

 

Education & Experience:

  • High School Diploma or equivalent combined with a minimum of 7 years of related technical experience.

 

What to Expect:

  • Applicants selected for employment will be required to pass a pre-employment drug screening and background investigation which may include education, criminal and work history verifications.
  • Accepted applicants will have the opportunity to be eligible for benefits, including medical and supplemental insurance and a 401K. Appreciation and gratitude for employees is a hallmark of organizations with low turnover.

 

Moseley Technical Services, Inc. is an AA/EEO/Veterans/Disabled Employer.

 

 

Resources

For questions about benefits visit: http://www.moseleytechnical.com/job-seekers/

For more information about Moseley visit: http://www.moseleytechnical.com/about-us/

 

Still have questions? Reach out to

Detrom 256-880-0446 Ext. 326 (Detrom@moseleytechnical.com)

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