Service Desk Agent

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Service Desk Agent

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

1st Shift Agent (Fri - Tues 7:00 AM - 3:30 PM weekend shift)

The Enterprise Operations Center (EOC) Tier 1 System Support Analyst is part of the Enterprise Operations Service Desk staff supporting the agency's systems, hybrid cloud infrastructure and its applications. The EOC is primarily responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities. As a secondary role, the EOC performs basic Linux and Windows server actions including account management, server health management, data-center walk-thru's and recovery services following pre-defined Standard Operating Procedures (SOP's).

Duties & Responsibilities

• Manage, track, report, process and assign tickets daily.
• Responsible for opening, tracking and closing tickets.
• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
• Define and classify level, priority and nature of problem, request and/or issue.
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
• Actively manage incident tickets and provide status updates on each ticket per SLA.
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
• Conduct continuous improvement service desk support and update knowledge base as required.
• Perform systems administration troubleshooting and support.
  
  

Position Requirements

Requirements

• Hands on experience running Linux commands and working with Windows servers (> 2 years).
• ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management.
• Hands on experience being part of an IT service desk team.
• Excellent written and communication skills required; excellent customer service aptitude.
• Ability to multi-task: manage a conference call and take notes at the same time.
• Must have schedule flexibility.
  
  

Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment

Location Bowie, Maryland

Full-Time/Part-Time Full-Time

Exempt/Non-Exempt Non-Exempt

Security Clearance Requirements Public Trust

This position is currently accepting applications.