SES Corporation
Years of Experience
3 years of experience
Education Requirements Bacehlor's degree in IT, Computer Science, or related discipline
Program Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities
Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals
Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow
Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service
Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs
Escalates more complex problems to Tier 2 for support
Utilize knowledge-based articles to support troubleshooting
Provide courteous, professional, and timely communication to users
Set user expectations for issue resolution and follow up to ensure satisfaction
Requirements Required Skills
Bachelor's degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
3+ years of help desk or related experience
Public trust security clearance
Preferred Skills
CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills
Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way
Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency
Results oriented: Able to drive things forward regardless of personal interest in the task
Benefits SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
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Education Requirements Bacehlor's degree in IT, Computer Science, or related discipline
Program Description The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities
Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals
Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow
Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service
Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs
Escalates more complex problems to Tier 2 for support
Utilize knowledge-based articles to support troubleshooting
Provide courteous, professional, and timely communication to users
Set user expectations for issue resolution and follow up to ensure satisfaction
Requirements Required Skills
Bachelor's degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
3+ years of help desk or related experience
Public trust security clearance
Preferred Skills
CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills
Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way
Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency
Results oriented: Able to drive things forward regardless of personal interest in the task
Benefits SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
#J-18808-Ljbffr