Senior DoD Helpdesk Specialist (TS/SCI)

JCS Solutions LLC; Fort Belvoir (VA); Sur place; USD 70 000 - 103 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

Life insurance

Short-and-long term disability

Paid time off (PTO)

401k retirement plan with employer

Professional Development Reimbursement

Résumé du poste

JCS Solutions LLC is seeking a Senior Tier 2 Helpdesk Specialist to support large-scale migration and DoD IT operations at the DTRA ITD. You will resolve complex issues on classified and unclassified systems housed in the Data Center, and mentor a high-performing team in a fast-paced environment.

Qualifications include TS/SCI clearance, active DoD 8140 IAT Level II certification, and strong ITSM/ITIL process knowledge. You will manage tickets in Remedy/ServiceNow and maintain SLA commitments.

Qualifications

• Bachelor's degree with 8+ years of relevant IT experience.
• Master's degree with 6+ years of relevant experience.
• Doctorate in a technical field acceptable.

Responsabilités

• Install, operate, maintain, troubleshoot, and administer data and applications hosted in the DTRA Data Center on classified and unclassified systems, and help defend them against cyber threats.
• Troubleshoot, resolve, or escape assigned tickets, either at the user's desk or remotely.
• Find the root cause of complex problems and apply the right fix or workaround.
• Link related events and incidents to support IT service management.
• Communicate service problems and outages to customers and help resolve them.
• Follow IT Service Management (ITSM) and ITIL processes to keep service quality high and resolve issues quickly.
• Keep assigned tickets within the program's service level commitments (AQL/SLA).
• Manage your queue and work in Remedy and/or ServiceNow, and fully document all tickets, requests, and work orders.
• Write knowledge base articles, or coordinate their development.
• Set up equipment for new employees, including monitors, keyboards, mice, virtual desktops (VDI), laptops, phones, printers, and video teleconference (VTC) suites.
• Confirm new employees' network connectivity, and fix any remaining account issues so they can reach the websites, applications, and services they need.
• Give DTRA personnel prompt, high-quality customer service on all IT issues.

Connaissances

IT ticketing systems

Remote desktop takeover

Service level goals

Strong communication

Multitasking

Formation

Bachelor's degree with 8+ years of relevant experience

Master's degree with 6+ years of relevant experience

Doctorate in a technical field acceptable

Outils

Remedy

ServiceNow

ACD systems

Windows Server

Description du poste

JCS Solutions LLC is seeking a Senior Tier 2 Helpdesk Specialist to support large-scale migration and DoD IT operations at the DTRA ITD. You will resolve complex issues on classified and unclassified systems housed in the Data Center, and mentor a high-performing team in a fast-paced environment.

Qualifications include TS/SCI clearance, active DoD 8140 IAT Level II certification, and strong ITSM/ITIL process knowledge. You will manage tickets in Remedy/ServiceNow and maintain SLA commitments.