Enterprise Service Desk Technician

This role is pending contract award.
The Enterprise Service Desk (ESD) Technician provides customer service to 30,000+ AF BlueSCI Enterprise users to ensure account issues are identified and resolved in a timely manner.
Responsibilities:

• Delivers Tier 1, Service Desk Level I support which consists of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
• Provides basic knowledge and support on MicroSoft operating system and common applications such as Office; diagnose and resolve client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
• Track assigned and created tickets through resolution.
• Identify and resolve computer system malfunctions and operational problems.
• Contribute to Knowledge Base (KB) articles after incidents are resolved.
• Contribute data and reporting to monthly metrics on service tickets.
• Provide customer satisfaction surveys when incidents are resolved.
• Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed Service Desk capabilities to resolve.
• Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
• Create user accounts using enterprise tools such as DRA (NetIQ).
• Provisioning Jabber accounts and VOIPs.
• Book AF gateways for VTC Bridging.

• High School Diploma with 2-5 years (or commensurate experience).
• Verified DoD Top Secret clearance with SCI eligibility on day one.
• Experience with a service ticketing system, Service Now or Remedy.
• Must have current CompTIA Security+ CE certification.
• Good client management skills.
• Good oral and written communication abilities.
• Ability to perform shift and weekend work.