Today
Secret
Unspecified
Unspecified
IT - Support
Kansas City, MO (On-Site/Office)
Zachary Piper Solutions is seeking an Enterprise Service Desk Specialist to join a Federal Program located in Kansas City, MO .
Responsibilities of the Enterprise Service Desk Specialist include:
· Serve as the initial point of contact for customers requesting technical support via ticketing system, phone, email, or face-to-face interaction.
· Provide assistance to customers by diagnosing issues and coordinating appropriate technical solutions.
· Handle user account tasks such as creating new accounts, unlocking accounts, and resetting passwords.
· Document incidents, issues, and their resolutions in system logs.
· Maintain communication with customers by providing updates and tracking the status of their requests.
· Log and assign service requests and incidents using an incident management platform.
· Ensure compliance with service level agreements (SLAs) for Desk Side support and incident resolution.
· Escalate unresolved technical issues to higher-level support personnel.
· Initiate phone bridges with advanced support teams and customer leads according to standard operating procedures (SOPs).
· Receive critical time-sensitive data in various formats, convert it to customer-specified formats (e.g., XML), and input it into the vetting system.
Qualifications for the Enterprise Service Desk Specialist include:
· 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
· 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
o Remedy v20.02
o ServiceNow
o Other, comparable systems
· This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
· Active Secret Clearance is required.
Compensation for the Enterprise Service Desk Specialist includes:
· Salary Range: $29/hour - $31/hour depending on experience
· Comprehensive Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays
Keywords:
Help Desk, Service Desk, Technical Support, Customer Support, Incident Management, Ticketing System, ServiceNow, service now, Remedy, Troubleshooting, User Support, Account Management, administrative, admin, administrative assistant, Password Reset, Account Unlock, New Account Setup, System Logs, Issue Resolution, SLA Compliance, Desk Side Support, Escalation, Phone Support, Email Support, Face-to-Face Support, SOP, Phone Bridge, XML, Data Conversion, Vetting System, Secret Clearance, active clearance, Top secret, TSSCI, TS/SCI, security clearance, Federal Program, Colorado Springs, IT Support, Call Center, Customer Service, Technical Assistance, On-Call Rotation, 24x7 Support, Incident Logging, Service Requests, Communication Skills, Problem Solving, Technical Diagnosis, Support Coordination, ITIL, Remote Support, End User Support, Active Directory, Windows Support, Network Troubleshooting, Security Clearance, Clearance Required, Entry-Level IT, Tier 1 Support, Tier 2 Support, IT Operations, Helpdesk Tools, Support Ticketing, Client Interaction, Federal Clearance, Government Contract, IT Services, Piper Companies
#LI-KG1
#LI-ONSITE
Responsibilities of the Enterprise Service Desk Specialist include:
· Serve as the initial point of contact for customers requesting technical support via ticketing system, phone, email, or face-to-face interaction.
· Provide assistance to customers by diagnosing issues and coordinating appropriate technical solutions.
· Handle user account tasks such as creating new accounts, unlocking accounts, and resetting passwords.
· Document incidents, issues, and their resolutions in system logs.
· Maintain communication with customers by providing updates and tracking the status of their requests.
· Log and assign service requests and incidents using an incident management platform.
· Ensure compliance with service level agreements (SLAs) for Desk Side support and incident resolution.
· Escalate unresolved technical issues to higher-level support personnel.
· Initiate phone bridges with advanced support teams and customer leads according to standard operating procedures (SOPs).
· Receive critical time-sensitive data in various formats, convert it to customer-specified formats (e.g., XML), and input it into the vetting system.
Qualifications for the Enterprise Service Desk Specialist include:
· 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
· 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
o Remedy v20.02
o ServiceNow
o Other, comparable systems
· This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
· Active Secret Clearance is required.
Compensation for the Enterprise Service Desk Specialist includes:
· Salary Range: $29/hour - $31/hour depending on experience
· Comprehensive Benefits: Cigna Medical, Dental, Vision, 401K, PTO, Sick Leave if required by law, and Holidays
Keywords:
Help Desk, Service Desk, Technical Support, Customer Support, Incident Management, Ticketing System, ServiceNow, service now, Remedy, Troubleshooting, User Support, Account Management, administrative, admin, administrative assistant, Password Reset, Account Unlock, New Account Setup, System Logs, Issue Resolution, SLA Compliance, Desk Side Support, Escalation, Phone Support, Email Support, Face-to-Face Support, SOP, Phone Bridge, XML, Data Conversion, Vetting System, Secret Clearance, active clearance, Top secret, TSSCI, TS/SCI, security clearance, Federal Program, Colorado Springs, IT Support, Call Center, Customer Service, Technical Assistance, On-Call Rotation, 24x7 Support, Incident Logging, Service Requests, Communication Skills, Problem Solving, Technical Diagnosis, Support Coordination, ITIL, Remote Support, End User Support, Active Directory, Windows Support, Network Troubleshooting, Security Clearance, Clearance Required, Entry-Level IT, Tier 1 Support, Tier 2 Support, IT Operations, Helpdesk Tools, Support Ticketing, Client Interaction, Federal Clearance, Government Contract, IT Services, Piper Companies
#LI-KG1
#LI-ONSITE
group id: 10430981
