Help Desk Support Services Specialist
Summary
A help desk specialist who creates, owns, and documents support tickets; performs initial troubleshooting, monitoring, and escalation; and communicates incident status to users. Requires an active Secret Clearance and ITIL familiarity (ServiceNow preferred), with 4-6 weeks of day-shift training before moving to 3rd shift.
The Help Desk Support Services Specialist will create and document tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.
Responsibilities:
Fielding user communication
Completing other non-ticket creation duties as assigned by Service Desk Management
Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics
- Active Secret Clearance
- Service/help desk or customer service support
- Strong written and verbal communication
- Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred)
- New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date
- Bachelor's degree as a minimum
- *will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request
All your information will be kept confidential according to EEO guidelines.