Implementation Support/Help Desk Specialist

Overview

The Implementation Support/Help Desk specialist will be responsible for supporting a new ServiceNow USPS system located in DC or Merrifield VA.

LMI is a consultancy dedicated to powering a future-ready, high-performing government, drawing from expertise in digital and analytic solutions, logistics, and management advisory services. We deliver integrated capabilities that incorporate emerging technologies and are tailored to customers’ unique mission needs, backed by objective research and data analysis. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies.

Responsibilities

Responsibilities (as follows but not limited to the following):

• Responsible for Service Desk incident criticality adjudication spanning support requests received by phone, email, and a ServiceNow ticket management system.
• Responsible for all contact, follow-up, and resolution with customers who contract the Service Desk.
• Support avenues to leverage/establish ServiceNow functionality to establish a Support Desk management system.
• Reviews and performs issue resolution in the various modules of ServiceNow (Incident, Major Incident, Problem, and Change/Configuration) modules to identify trends.
• Provide technical support for escalated issues.
• Manage and ensure that all issues are documented/closed in a timely manner.
• Mentor and provide technical assistance to staff where necessary.
• Develop and manage support metrics to track and assess the effectiveness of the support process and identify areas for improvement.

Qualifications

• Bachelor’s or graduate degree in IT or related field
• 2 years of experience in the ServiceNow application
• 5-7 years of experience providing on-site desktop support.
• Strong interpersonal and verbal/written communication skills, with proven ability to communicate technical information to non-technical personnel and communicate with management, business personnel, and peers concerning IT-related issues.
• Strong problem-solving skills to aid in the identification, communication, and resolution of IT issues in a precise and timely fashion.
• Capability to self-motivate, work independently, and balance multiple on-going projects.
• Ability to follow policies, procedures, and regulations.
• Ability to work effectively independently as well as in a team environment.
• Ability to take on a high level of responsibility, initiative, and accountability.
• Exceptional communication skills, including the ability to explain data for a variety of audiences.
• Must be able to obtain a USPS background check – only US citizens are able to pass these checks.