Enterprise Service Desk Specialist, Sr.

About This Role

This role will support the world's most advanced and secure IT network for the Navy and Marine Corps, serving as the initial point of contact for IT-related problems and providing Tier 1 level support to users.

Responsibilities

• Serve as the initial point of contact for IT related problems
• Provide Tier 1 level support, including phone and online support to users
• Perform troubleshooting and resolve technical issues
• Follow escalation protocols as necessary
• Provide health and status monitoring of the networks
• Document and communicate outage information to co-workers and customers
• Execute scripts
• Open and close tickets
• Correlate events and incidents for management of Information Technology (IT) Services

Requirements

• High school Diploma or GED and 3 years of relevant experience
• U.S. Citizen with an active DOD Secret security clearance
• DoD 8570 Information Assurance Technician (IAT) Level II certification (i.e. CompTIA Security+)
• Willingness to work shifts, including evenings and weekends

Qualifications

• High school Diploma or General Equivalency Diploma (GED)
• 3+ years of relevant experience; 2+ years of IT ticketing system experience; 1+ year of experience in remote desk takeover tools and usage

Nice to Have

• Experience in IT customer service
• Two (2) years of IT ticketing system experience
• One (1) year of experience in remote desk takeover tools and usage

Benefits

Certifications