Service Desk Technician - Tier 2

Service Desk Technician Tier 2

Venatore is seeking junior Service Desk Tier 2 technician on our SCITES Program, currently in year one of a seven-year contract.

Position is based in Doral, FL the location of the US Southern Command (USSOUTHCOM) Headquarters.

DESCRIPTION:

Will maintain our customer's (USSOUTHCOM) Service Desk by supporting client trouble tickets assigned to them. Responsible for taking care of client calls for IT issues on the network, documenting them on trouble tickets, performing initial troubleshooting of the problem, and either visit the client's office or remote into the client's workstation to better solve the problem.

Chosen individual will provide the second level of support in providing and documenting technical solutions on the IT network.

Job Responsibilities:

• Provides troubleshooting and technical solutions for clients on the IT network.
• Experience providing Service Desk Tier 2, overall IT support (system hardware and software) activities and general desktop troubleshooting.
• Experience with Windows 10, Active Directory, Internet Explorer, ServiceNow Trouble Ticketing, OneNote, SharePoint, Office 2016, Office 365
• Desktop, Laptop, and PC Platforms; network and standalone printers/copier/scanners.
• Experience with MS Exchange User Accounts
• Follows designated standards and adheres to processes and policies.
• Strong communication skills (oral and written) and problem-solving abilities.
• High level of motivation, self-starter, ability to quickly identify what needs to be accomplished.
• Ability to juggle multiple projects, priorities and re-prioritize IAW service desk procedures.
• Well organized and detail-oriented with good follow-up skills
• Good communication skills to interact with team members, customers, and support personnel.
• Travel: None.

• Hardware Used or Serviced:
  1. Dell Laptops/ PCs
  2. HP Printers
  3. Samsung Monitors
  4. Emerson Switch Boxes
• Software/Applications Used or Serviced:
  1. ServiceNow Trouble Ticketing
  2. Microsoft Office 2016
  3. Office 365
  4. Microsoft Active Directory
  5. Microsoft Exchange
  6. HP FutureSmart
  7. Device Manager

Required Qualifications:

• Active Secret (TS/SCI eligible) clearance
• 3-5+ years of experience.
• DoD 8570 IAT Level II compliance (e.g., CompTIA Security+ CE is required plus Microsoft MD-100 certification).
• Must be able to remain in a stationery position 50% of the time.
• Must be able to apply established protocols in a timely manner.

Desired Qualifications:

• ITIL v3 Foundation certification
• Associates degree
• Experience with Thick clients (desktop computers), Thin client (virtual desktops) (VMWare), and Networks (client-server)
• MS Exchange User Accounts
• PKI technologies
• Adobe Reader
• Java
• Prior military experience
• MCSA or Azure Associate Administrator