Clearance Jobs
Enterprise Service Desk Technician - Mid
Clearance Jobs, Daytona Beach, Florida, United States, 32122
Enterprise Service Desk Technician - Mid
We are seeking a Journeyman Enterprise Service Desk Technician to join our team. In this role you will be responsible for supporting the team in various ways during simultaneous conferences and events. You will play a key part in ATG's support of various USSOUTHCOM efforts to deter aggression, defeat threats, protect National Security, rapidly respond to crisis situations and build various areas of responsibility (AOR) Information Technology (IT) capacity. Our team will provide direct support to implement and sustain mission critical IT networks and robust cyber defense services. Key Responsibilities: Support the timely resolution of IT incidents and service requests, escalating complex issues to appropriate teams when necessary Ensure adherence to established IT service management processes and procedures, including incident, problem, and change management Monitor service desk metrics and key performance indicators (KPIs), reporting on trends and recommending improvements Support technical escalation requirements for complex IT issues, providing advanced troubleshooting and problem-solving support Collaborate with other IT teams to coordinate cross-functional support and resolve widespread issues along with maintain and update knowledge base articles and standard operating procedures for common IT issues Participate in continuous improvement initiatives to enhance service desk efficiency and customer satisfaction and assist in training and mentoring junior service desk staff members. Ensure compliance with USSOUTHCOM security policies and procedures in all service desk operations Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Qualifications Required: Security Clearance Level: Must hold an active Secret level clearance. Highschool Diploma and 3 years experience Knowledge of IT service management principles and ITIL framework Excellent customer service and communication skills Proficiency in ticketing systems and remote support tools and experience with Windows, Linux and Mac operating systems, as well as common business applications Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Desired: Experience in large, distributed IT enterprises ITIL Foundation Certificate Experience in DoD or Government IT support environment Physical and Environmental Conditions: Work to be performed out of Doral, FL supporting various missions across the area of responsibility. Must be able to sit for long periods of time in office-setting. Additional Benefits: Performance Bonuses and annual salary reviews Health, dental, and vision insurance Short Term Disability, Long Term Disability, and Life Insurance 401(k) plan with company match Opportunities for professional growth and development A collaborative and inclusive work environment ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.
We are seeking a Journeyman Enterprise Service Desk Technician to join our team. In this role you will be responsible for supporting the team in various ways during simultaneous conferences and events. You will play a key part in ATG's support of various USSOUTHCOM efforts to deter aggression, defeat threats, protect National Security, rapidly respond to crisis situations and build various areas of responsibility (AOR) Information Technology (IT) capacity. Our team will provide direct support to implement and sustain mission critical IT networks and robust cyber defense services. Key Responsibilities: Support the timely resolution of IT incidents and service requests, escalating complex issues to appropriate teams when necessary Ensure adherence to established IT service management processes and procedures, including incident, problem, and change management Monitor service desk metrics and key performance indicators (KPIs), reporting on trends and recommending improvements Support technical escalation requirements for complex IT issues, providing advanced troubleshooting and problem-solving support Collaborate with other IT teams to coordinate cross-functional support and resolve widespread issues along with maintain and update knowledge base articles and standard operating procedures for common IT issues Participate in continuous improvement initiatives to enhance service desk efficiency and customer satisfaction and assist in training and mentoring junior service desk staff members. Ensure compliance with USSOUTHCOM security policies and procedures in all service desk operations Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Qualifications Required: Security Clearance Level: Must hold an active Secret level clearance. Highschool Diploma and 3 years experience Knowledge of IT service management principles and ITIL framework Excellent customer service and communication skills Proficiency in ticketing systems and remote support tools and experience with Windows, Linux and Mac operating systems, as well as common business applications Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable. Desired: Experience in large, distributed IT enterprises ITIL Foundation Certificate Experience in DoD or Government IT support environment Physical and Environmental Conditions: Work to be performed out of Doral, FL supporting various missions across the area of responsibility. Must be able to sit for long periods of time in office-setting. Additional Benefits: Performance Bonuses and annual salary reviews Health, dental, and vision insurance Short Term Disability, Long Term Disability, and Life Insurance 401(k) plan with company match Opportunities for professional growth and development A collaborative and inclusive work environment ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law.