Service Desk Support - Jr

Highlights:

• Why Join Our Team: This role contributes to a thrilling mission at the FBI's CJIS, offering candidates the chance to learn from top industry professionals and develop valuable skills and expertise that can be beneficial across various fields.
• About the Team and Work Environment: The team at the FBI's CJIS includes both government employees and contract staff from various companies. This blend fosters collaboration and innovation, as each member brings unique perspectives and experiences to the table.
• What Makes This Position Unique: This position is unique because it allows you to work on a dynamic team engaged in high-visibility projects. You'll have the chance to learn from top professionals in the industry, enhancing your personal and professional growth.
• Skills You Will Acquire: If the candidate accepts this position, they will acquire skills in the Scaled Agile Framework (SAFe), specifically tailored for a large government organization.

Typical Day:

Provide on-site/on-duty monitoring 24x7x365 services.

Tasks:

• Ensure timely resolution of IT issues and requests.
• Assist customers in resolving their issues.
• Monitor and work to improve service desk performance metrics.
• Follow all service desk policies and procedures.
• Provide support to service desk staff and customers.
• Collaborate with other IT teams to resolve issues.
• Facilitate communication and escalation processes within the IT department.
• Maintain up-to-date knowledge of IT support best practices.
• Perform customer service activities via telephone or email to include customer troubleshooting and direct customer engagement.
• Provide Help Desk ticket resolution.
• Staff day/afternoon/midnight shifts.
• Customer service activities via telephone, Teams channels, or email to include customer troubleshooting and direct customer engagement.
• Troubleshooting customer issues to identify and resolve root cause.
• Engaging Tier Two and Tier Three as needed.
• Perform issue resolution and standard operating procedure management.

Required Qualifications:

• Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, ) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS
• Is responsible and works well independently
• Experience with tools for Service Desk ticket management
• Train/mentor, where appropriate, all team members on best practices in call handling and incident documentation

Desired Qualifications:

• CompTIA Hardware A+ preferred
• Bachelor's degree in computer science, management information systems or related discipline or two to three years of relevant experience preferred

Position Type Shift Information:

• Mon-Fri (8:00am-4:30pm)

Location: Clarksburg, WV

US Citizenship: US Citizenship is required.

Clearance: Current Top Secret Clearance is required.

Ideal Innovations, Inc. is an Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin,

sexual orientation, gender identity, disability, or veteran status.

Ideal Innovations, Inc. is a VEVRAA Federal Contractor.

Bachelors of Computer Science (preferred)

Train/mentor, where appropriate, all team members on best practices in call handling and incident documentation
(required)
Experience with tools for Service Desk ticket management (required)
Is responsible and works well independently (required)
Familiarity with enterprise ITSM tools (BMC Remedy, Service Now, Siebel, ) and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS (required)