Service Desk Administrator/Field Technician- Remote with travel to Maryland/DC Clients

Responsibilities

Service Desk Administrator Responsibilities:

• Classify and triage escalated incidents, problems, and complex requests.
• Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible.
• Troubleshoot and resolve problems reported by two or more users as quickly as possible.
• Manage the impact, risk, and implementation of complex client change requests.
• Follow standard operating procedures as documented in the Knowledge Management System.
• Assist in creating and updating knowledge articles to be used by other service desk personnel.
• Work with the team and escalate as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Field Technician Responsibilities (as needed):

• Participate in the resolution of onsite incidents to return service to clients as quickly as possible.
• Participate in the resolution of onsite problems reported by two or more users.
• Participate in the onsite implementation of simple and complex client change requests.
• Follow standard operating procedures as documented in the knowledge management system.
• Work with the team and escalate incidents and service requests as needed with the assistance of management.
• Maintain and update system documentation and service ticket records.
• Stay up to date on the latest technologies through ongoing education.

Qualifications

Qualified candidates must meet the following job requirements:

• Able to function effectively in a high-paced environment
• Able to understand the perspective of the client in all service interactions
• Makes effective use of time and complete tasks efficiently and on time
• Able to work with a team, communicate effectively, and have high attention to detail
• Meets client and corporate expectations for attendance, quality, and performance
• Must have intermediate experience with each of the following:
• System hardware, software, and operating systems
• Cloud solutions such as Office 365 and Google Apps
• Networking concepts such as TCP/IP, DNS, and DHCP
• Active Directory and Group Policy administration
• Switches, firewalls, and advanced infrastructure
• Cloud-based data-centers such as Azure and AWS
• Server applications such as SQL Server and RDS
• Voice technologies and phone systems
• Must have advanced experience in at least one or more technical specialties

Education, Experience, and Certifications

• Must have at least a high school diploma or GED. Associate degree or better is preferred.
• A minimum of 6 years of professional ITSM experience is required. MSP experience is preferred.

EEO Statement

Staffing Pros a division of VETS-inc is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information.