Tier II IT Service Desk Technician - Security Cleared

Flatter, Inc.; Clearfield (UT); Sur place; USD 42 000 - 64 000; Plein temps

Résumé du poste

Flatter, inc. is seeking a Tier I/II Service Desk Technician to support IT and cyber services across on-premises, cloud, and hybrid architectures for the ICBMSD enterprise. The role focuses on incident handling, ticketing, and user support to maintain security, availability, and mission readiness.

You will act as the single point of contact for IT incidents, restore services, document resolutions, and contribute to knowledge bases to improve first-contact resolution and end-user self-help.

Qualifications

• Knowledge of IT service desk operations, incident management, request fulfillment, escalation, and customer support practices.
• Ability to troubleshoot common endpoint, account, application, peripheral, and network-connectivity issues.
• Ability to communicate technical information clearly to users and provide calm, accurate updates during outages.

Responsabilités

• Receive, classify, prioritize, document, route, and resolve IT incidents and service requests from initial report through closure.
• Apply Government-defined incident priorities based on urgency and mission impact, and process service requests as Standard or Expedited when directed.
• Provide Tier I and Tier II troubleshooting for user access, hardware, software, communications, and common enterprise-service issues.
• Maintain accurate ticket histories that capture user impact, diagnostic steps, actions taken, escalation activity, and the final resolution.
• Provide immediate and continuing situational awareness to the assigned Government lead during significant outages, using the update cadence required for the priority level.
• Route unresolved or specialized issues to the appropriate client support or technical organization and monitor progress through completion.
• Create, validate, and maintain knowledge articles and self-service content that improve first-contact resolution and support end-user self-help.
• Identify recurring incidents and workflow bottlenecks and contribute data and recommendations for service improvement.

Connaissances

IT service desk operations

Incident management

Customer support

End-user communication

ITSM platform

Outils

ITSM platform

Description du poste

Flatter, inc. is seeking a Tier I/II Service Desk Technician to support IT and cyber services across on-premises, cloud, and hybrid architectures for the ICBMSD enterprise. The role focuses on incident handling, ticketing, and user support to maintain security, availability, and mission readiness.

You will act as the single point of contact for IT incidents, restore services, document resolutions, and contribute to knowledge bases to improve first-contact resolution and end-user self-help.