Help Desk Specialist SME - TS/SCI Clearance Required

TEKsystems•Albuquerque, NM

7d•$45 - $51•Onsite

About The Position

TEKsystems is seeking an SME Helpdesk Specialist to support large-scale migration and operations on a large, high-profile DOD contract. In this role, a successful candidate will provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems. The position will help to implement and oversee processes and improvements to support Customer Service Levels, as well as providing input to program leadership on how to achieve efficiencies and improvement in service desk functions. Facilitates helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services. Candidate must be knowledgeable in the utilization of ITIL Process Framework principles and possess technical experience working in a classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support. Correlate events and incidents for management of Information Technology (IT) Services. Provide great and prompt customer service to personnel by assisting them with IT-related issues. Document and communicate degradation of services or outage issues information to customers and help with resolution. Follow ITSM and ITIL processes to ensure quality of services and prompt resolution. Ensure tickets, change requests, and other metrics stay within the programs AQL/SLA commitments. Utilize Remedy and/or ServiceNow for queue and work management. Ensure all tickets, requests, and work orders are properly documented. Create or coordinate the development of Knowledge Base Articles (KBA). Troubleshoot complex problems and be able to derive root causes and apply correct fixes or workarounds. Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.

Requirements

MUST HAVE ACTIVE DOD TS/SCI CLEARANCE
Knowledgeable in the utilization of ITIL Process Framework principles
Technical experience working classified environment
Experience in troubleshooting connectivity issues
Hardware and software support experience
Hands-on and remote support experience

Responsibilities

Provide IT Service Desk support installing, operating, maintaining, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.
Implement and oversee processes and improvements to support Customer Service Levels.
Provide input to program leadership on how to achieve efficiencies and improvement in service desk functions.
Facilitate helpdesk tiers 1 & 2 staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
Correlate events and incidents for management of Information Technology (IT) Services.
Provide great and prompt customer service to personnel by assisting them with IT-related issues.
Document and communicate degradation of services or outage issues information to customers and help with resolution.
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
Ensure tickets, change requests, and other metrics stay within the programs AQL/SLA commitments.
Utilize Remedy and/or ServiceNow for queue and work management.
Ensure all tickets, requests, and work orders are properly documented.
Create or coordinate the development of Knowledge Base Articles (KBA).
Troubleshoot complex problems and be able to derive root causes and apply correct fixes or workarounds.
Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.