Enterprise Service Desk Specialist

Description

The company is hiring an Enterprise Service Desk Specialist to support a customer mission at Camp HM Smith in Hawaii.

The customer supports more than 5,000 users across the Pacific theater with mission-critical IT solutions that drive Command and Control (C2) strategies.

The company is a private defense and government solutions business founded in 1989 and headquartered in Reston, Virginia. It works on data science, software development, network engineering, intelligence, surveillance, and reconnaissance (ISR), and logistics.

Responsibilities

• Help users and other IT staff track, prioritize, and resolve system, service, and network issues in the supported environment.
• Document and assess incidents and service requests, gather initial data, identify problems, and troubleshoot and resolve them when you are able.
• Create, review, track, and maintain detailed service records in the ticketing system so requests, progress, and resolutions are clear.
• Communicate request status, escalations, impacts, and resolutions to customers, team members, and leadership.
• Respond to user questions in person, by phone, by email, or by desktop VTC.
• Review ticket queues and send timely updates, including status reports such as open tickets, closed tickets, and time-to-close.
• Set up user, administrator, and service accounts, including group membership, email, distribution lists, and file shares.
• Guide end users, make recommendations, and provide relevant training.
• Monitor the relevant enclaves, including server, service, and network performance and availability, and planned and unplanned outages.
• Coordinate the response to and escalation of requests according to established processes and procedures.
• Keep the facility, IT systems, equipment, and related data secure under security policies and regulations.
• Identify and label systems and data according to classification guidelines.
• Keep up with the hardware and software applications assigned to you.
• Maintain system documentation.
• Help develop, change, and improve job-related procedures and standards.
• Lead and guide less-experienced staff.
• Take on special projects and tasks as required.

Requirements

• Active Top Secret/SCI clearance within scope.
• An associate degree in a related field, or at least four (4) years of IT work experience.
• DoD 8570 IAT-II compliance through one of: Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP.
• Ability to support 24/7 operations.
• Prior experience with service desk software such as Jira, Remedy, or ServiceNow.
• Thorough understanding of the principles, methods, and techniques used in IT administration, troubleshooting, and support.
• Thorough knowledge of Layer 1, 2, and 3 equipment and protocols, such as routers, switches, patch panels, concentrators, associated terminals, and related network hardware and software.
• May require a professional certification within 90 days in one or more specific technologies, depending on the assignment.
• Preferred: thorough knowledge of operating systems such as Windows and Linux, and applications such as Exchange, SQL Server, TEAMS, and WSUS.
• Preferred: a relevant IT certification, such as Cisco, Citrix, Dell, HP, ITIL, Microsoft, Nutanix, Palo Alto, or VMware.

Conditions

Work is normal for an office environment.

The pace is fast and deadline-driven.

You may be asked to work non-traditional hours, including consecutive nights or weekends.

Candidates receive full consideration without discrimination for any reason.