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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