SERVICE DESK TECHNICIAN

High Prairie Services is a government contractor with a mission to secure the nation’s information by increasing awareness, countering threat, mitigating risk, and enforcing compliance. We employ people who are passionate about the security of our country, our communities, and our information systems.

High Prairie Services is looking for a Service Desk Technician to support Tier 1 and Tier 2 clients at NS3. This position is working onsite at the NS3 Directorate responsible for supporting service desk calls.

Responsibilities: Ensure all users have the requisite security clearance, authorization, and need-to-know, and are aware of their security responsibilities before granting access to NS3 classified networks. Manage the Tier 1 & 2 service calls and must be an expert in queue management. Understanding of the hardware/software tools that the Tier 1 & 2 support services provide. Perform service desk support for the desktop computing environment (PC, Desktop/Laptop), as well as printers, copiers, telephones, etc. Perform the day-to-day NS3 service desk operations and respond quickly to service request. Generate service performance metrics, monitor to ensure IT consistently achieves service goals, and provide daily, weekly, and monthly management reports. Administer all requests, incidents and problems. Assist in the processes needed to provide high quality customer service and minimum response time for service request. Act as escalation point for all requests and incidents. Assist with the development of mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Perform the performance of Tier1 and Tier 2 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure customer expectations are met or exceeded. Interact with internal and external customers. Assist to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.

Install or assist service desk team in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.

Ensure the implementation and maintenance of fully documented procedures for imaging computing devices supported by NS3 Director. Manage hardware inventory and provide quarterly reporting and refresh cycles. Ensure the implementation and maintenance of fully documented procedures and SOP’s for I.T related and Service Desk Support activities. Produce ad-hoc reports detailing the status of the Open and Aging Service Desk Tickets. Communicate VIP service desk request to Service Desk Manager.

Required Skills and Experience:
• US Citizenship.
• A Bachelor's degree (or equivalent experience in Computer Science, Information Systems, Engineering, Business, or a scientific or technical discipline, 7 years' experience.
• Must possess one of the following DoD level I Security professional certifications or higher Cisco Certified Network Associate Security (CCNA), COMPTIA Security + with CE, CompTIA Network+, System Security Certified Practitioner (SSCP), Information Technology Infrastructure Library (ITIL) 4 Foundation certification must be completed within 6 months.
• Expertise and knowledge with the Committee on National Security Systems (CNSS) Instruction No. 1253, Privacy Act of 1947, and implementing systems that contain Sensitive Information.
• Must have demonstrated ability to organize and manage distributed systems.
• Require being on call and the ability to respond to emergency issues during off hours.
• Strong background in IT service delivery with a proven track record of ability to meet business requirements.
• Effective oral and written communication skills with a broad base of technical and non-technical audiences including project teams and multiple management layers.
• Service Desk experience in Windows environments; experience with performing desktop builds, fixes, repair, software installs and upgrades, and other troubleshooting tasks in a Windows 7/Windows 10 environment.
• Proficiency in ticketing systems such as Big Fix, Service Now Ticketing System, or similar tools. Experience with Service Desk software.
• Expertise in Microsoft Office, Microsoft Active directory, and operations management tools.
• Familiarity with scripting tools and with building images.
• Experience in implementing technology lifecycles and refresh processes.
• Good experience in application support, in addition to infrastructure support.
• Experience with migration/upgrading systems from legacy to newer workstations.
• Experience with Alt Tokens, CAC Cards and Public Key Infrastructure (PKI).
• Experience with Asset Management.
• Strong customer orientation and the ability to foster teamwork.
• Ability to keep promises to your customers is required for building NS3’s integrity and reputation.