Service Desk Technician/Lead

Job Details

We are hiring Service Desk candidates at different levels

Service Desk Opportunities (Lead & Technician)

Telework | Air Force ERP CS Program | Secret Clearance

We are seeking Service Desk professionals to support the Air Force ERP CS program . These roles are ideal for IT professionals who enjoy troubleshooting technical issues, supporting end users, and contributing to a high-performing service desk environment.

Two opportunities are available:

• Service Desk Lead - Night Shift (Telework)
• Service Desk Technician - Day Shift (Telework)

Both roles support enterprise IT operations by handling incoming support requests, resolving technical issues, and ensuring high levels of customer satisfaction.

Key Responsibilities (Technician)

Responsible for supporting the program/project/client to deliver services to meet customer business needs and expectations. Processes intake requests from email or phone, review issues, assign work to appropriate team and resources, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure with exceptional customer service in daily responsibilities.

• Receives and logs customer problem/request/issues and by documenting the problem and updating the customer's contact information.
• Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation of problems/request/issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.

Key Responsibilities (Lead Role)

Supervises and coordinates activities of a team of IT members engaged in Intake requests from email or phone, review issues, assign work to appropriate team and resource, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure.

• Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.
• Monitors and supports the complex information technology and systems infrastructures.
• Troubleshoots and resolves unique or complex problems in an efficient manner.
• Performs root cause analysis and diagnostics on the more unique or complex production systems.
• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

Minimum Qualifications

• Service Desk Technician:
• 1-3 years of service desk or technical support experience
• Service Desk Lead:
• 3-6 years of IT experience
• 0-2 years of leadership or team supervision experience
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred

Security Requirement

• Active Secret Clearance or T3/T5 eligibility required

Required Certification

• CompTIA Security+

Preferred Certifications

• DevSecOps
• Cloud certifications (Azure, AWS, Google Cloud)

Technical Skills

• Microsoft Windows operating systems
• Microsoft Office applications
• Network connectivity troubleshooting
• Email systems and internet mail
• Print services and desktop hardware support
• Strong problem-solving and analytical abilities

#cjpost

Job Requirements:

Key Responsibilities (Technician)

Responsible for supporting the program/project/client to deliver services to meet customer business needs and expectations. Processes intake requests from email or phone, review issues, assign work to appropriate team and resources, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure with exceptional customer service in daily responsibilities.

• Receives and logs customer problem/request/issues and by documenting the problem and updating the customer's contact information.
• Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation of problems/request/issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.

Key Responsibilities (Lead Role)

Supervises and coordinates activities of a team of IT members engaged in Intake requests from email or phone, review issues, assign work to appropriate team and resource, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure.

• Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.
• Monitors and supports the complex information technology and systems infrastructures.
• Troubleshoots and resolves unique or complex problems in an efficient manner.
• Performs root cause analysis and diagnostics on the more unique or complex production systems.
• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.