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HELP DESK SUPPORT SERVICES SPECIALIST
Summary
Title:HELP DESK SUPPORT SERVICES SPECIALIST
ID:1120
Location:Radford, VA
Security Clearance:DOD Interim Secret as a minimum, Secret Preferred
Description

HELP DESK SUPPORT SERVICES SPECIALIST

 

Contract Labor Category: Help Desk Support Services Specialist - Senior

 

Security Clearance: Must obtain minimum Interim Security Clearance (Full Clearance must be granted in order to remain employed)

 

Education: A bachelor's degree is preferred.

 

Required Certifications:

None. ITIL Foundations certification preferred.

 

Position Requirements:

As part of the Enterprise Services Division - Service Desk, incumbent will be responsible for:
Fielding user communication, creating and documenting 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.
Incumbent is responsible to abide by standard Service Desk policy and process, including shift scheduling and performance metrics.

 

 

Incumbent will receive initial 4 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 2nd (1230-2300) or 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request.

 

 

Required skills:

  • Minimum of 1 year of service/help desk or customer service support desired.

  • Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of Remedy and/or ServiceNow preferred).

  • New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date.

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