United States onlyQualifications:
- Two (2) years of professional experience in Industry, Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy and ServiceNow.
- Active DoD IAT Level II certification
- Respond to and resolve escalated service requests and incidents in accordance with established Service Level Agreements (SLAs).
- Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues.
- Manage and document service tickets using approved help desk and incident management systems.
- Provide expert guidance to junior help desk staff and assist in training and mentoring activities.
- Ensure compliance with cybersecurity and information assurance policies during troubleshooting and system maintenance activities.
- Perform remote and onsite support for end users, including system configuration, installation, and updates.
- Collaborate with system administrators, network engineers, and cybersecurity teams to address recurring or systemic issues.
- Monitor and track issue resolution progress to ensure prompt and accurate closure of support tickets.
- Prepare and deliver reports on service performance metrics, common incidents, and improvement recommendations.
- Contribute to knowledge base documentation and update standard operating procedures (SOPs).
- Support IT asset management, inventory tracking, and lifecycle replacement processes.
