What are the responsibilities and job description for the Service Desk Administrator/Field Technician position at Veterans Enterprise Technology Solutions?
Overview
Staffing Pros, a division of VETS Inc., is recruiting for a full-time Service Desk Administrator/Field Technician in the Maryland/DC area. This person will work remote and travel to client sites between Baltimore and Washington D.C. as needed. If you have additional questions not answered by the information contained within this posting, please contact our team directly at StaffingPros@vets-inc.com .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.
