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Help Desk Specialist, Senior

Company: ESM
Location: Albany
Posted on: January 27, 2023

Job Description:

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Help Desk Specialist, Senior for an exciting opportunity located in Albany, Georgia. Job Description and Responsibilities Provide Level 1 and Level 2 service desk support assistance to ensure that the Service Desk Branch operates as a Single Point of Entry (SPOE) environment, in accordance with MARCORLOGCOM G6 Director memorandum direction, to provide IT support.Required Knowledge, Skills and Abilities (KSA)Assist the government in the day-to-day operations of the service desk, this assistance includes:

Providing service desk function, incident management, and account management support in accordance with ITIL and other industry standard best practices for applications, servers and database tools assigned to the service desk.Performing account management, performance monitoring, metrics reporting, and gathering data and generating reports using available tools (e.g., IT Service Management (ITSM) and Microsoft Office Suite).Responding to new and old trouble tickets (TT) based on Service Desk Branch assigned priority outline.Diagnosing problems through discussions with users; includes problem recognition, research, isolation and resolution steps.Escalating incidents to upper Tier IT support, as required.Appling all of ITIL's best business processes and service desk functions with expertise knowledge through the lifecycle of processing incidents.Processing ITIL foundations certified upon arrival or have ITIL Foundations Certification within 60 calendar days of hire.Overseeing all avenues for receipt of incident requests: email, Service Desk Tool, telephone, fax, and walk-ins.Recording incidents in established timeframe from time of receipt.Ensuring all phases of service desk support and progression of incidents are properly coordinated, monitored, logged, tracked and resolved appropriately.Pursuing activity statuses of incidents from the IT support technicians with meaningful information such as analysis, actions, progressions, and estimated time of resolution.Performing cold calls (calls to customers who have not contacted the Service Desk) to inform customers with current meaningful incident statuses.Providing meaningful statuses to customers who contact the Service Desk for current updates of incidents.Providing daily open incident reports to division managers.Providing monthly service desk metrics reports NLT the first day of each month.Identifying and understanding customer requirements (e.g., knowing what questions to ask to better characterize the incident or service request).Ensuring customer contact information is recorded accurately and updated in the ITSM Tool for proper communication and metrics reporting.Acting as a liaison between customers and IT support staff to assist with issue resolution and to serve as the Single Point of Entry (SPOE) for IT support.Identifying proactively and reporting trends and potential problems to management.Monitoring daily the availability and accessibility of local resources used at the Service Desk (including basic monitoring of the environment, such as, checking if the internet is up; checking if the mainframe is up; ensuring outlook is functioning properly, Service Desk Tool is up and functioning properly, as well as applications and databases activity and connectivity).Resolving and closing Tier 1 incidents and service requests in accordance with organizational Service Level Agreements (SLAs). Perform and record initial troubleshooting in incident prior to escalating for upper tier support.Identifying requests to be resolved by the IT Support staff or MCEN helpdesk.Identifying and processing change requests according to ITIL adopted practices.Providing accurate information in management reports.Notify appropriate support personnel and management of critical alerts and record incidents in the Service Desk Tool database.Ensuring compliance with Marine Corps orders, directives and methodologies in the area of Cyber Security, including completion of Cyber Awareness training for new employees.Ensure service desk tickets are created in accordance with Service Desk Branch standard operating procedures and work instructions.Desired KSA
Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situationsCandidate must communicate effectively with team members, team lead, management, and government customerMust have the ability and desire to research and develop creative solutions to unique problems with minimal supervisionCapable of working in a fast-evolving environment and support advancements in the industryMinimum Training, Education, and Certifications
AS & 4 - 9 years experience8570 IAT ii Certification (EG: Sec +)Must have ITIL V4 Foundation Be proficient in developing and generating reports upon request using Remedy Reporting Tools and understand IT administration and project management.Ability to perform duties with little or no supervisionMinimum Clearance
Secret clearance (interim secret clearance is acceptable on a case by case basis)Physical Requirements
Ability to sit, stand, walk for extended periods of timeAbility to use a computerAdditional Requirements
Other duties as assignedApplicants may be required to show proof of a COVID-19 Vaccination Record Card to be eligible for employment at some work sitesESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.

Keywords: ESM, Albany , Help Desk Specialist, Senior, Other , Albany, Georgia

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