Senior Service Desk Specialist – TS with SCI eligibility, willing to get CI Poly, Springfield VA, Immediate Hire

Springfield, VA

Job Description

Clearance:  Top Secret with SCI Access / CI Poly (or willing to take CI Polygraph)

 

Position #: 486727496

 

Click below to apply for the Senior Service Desk Specialist position in Springfield, VA

 

Senior Service Desk Specialist

 

Synertex is seeking a Senior Service Desk Specialist to support our government customer based in Springfield, VA. The position is required to be onsite.

 

Benefits include 15 days PTO, 11 days Paid Government Holidays, a 401k with 6% matching and an inclusion in our employee profit sharing program.

 

Description:

The Senior Service Desk Specialists are the Tier 2 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer’s IT business and mission-focus enterprise systems. Senior Specialists will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests. Senior Specialists will use common vendor provided as well as custom internal diagnostic tools to provide “hands on” troubleshooting assistance at the desktop level. Senior Specialists must be comfortable handling complex end-user support issues independently as well as be capable of supporting internally escalated tickets from Service Desk team members. The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (instant messaging, Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).

Mandatory Qualifications

  • Shall have 4 or more years of experience working in an enterprise IT Service Desk or Help Desk role.
  • Demonstrated experience providing technical assistance and support to enterprise.
  • Microsoft Windows desktop platforms.
  • Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites such as Microsoft Office, SharePoint, and Skype for Business, etc.
  • Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
  • Demonstrated experience working directly with customers – in face or over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
  • Shall meet the Cyber IT/Cybersecurity Workforce (CSWF) Technical Support Specialist (411); Intermediate Level for SECNAV M-5239.2 compliance. (See Navy Cool WebSite).

Desired Qualifications

  • Strongly desired to be Microsoft Certified: Modem Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
  • Strongly desired to be formally trained and/or certified in the following Information Technology Infrastructure Library (ITIL) modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
  • Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites such as BMC Remedy, ServiceNow, or HP Service Manager, for performing Service Desk related duties and responsibilities.
  • Demonstrated experience with enterprise monitoring and network performance monitoring solutions as Microsoft System Center, IBM Tivoli, SolarWinds, and/or Splunk.
  • Familiarity with Microsoft Active Directory (AD) as a centralized directory service for authentication and authorization for all IT enterprise end-users.
  • Familiarity with Microsoft PowerShell and its local and remote diagnostic and analysis capabilities.
  • Familiarity with basic Networking troubleshooting concepts and approaches.