What does a typical day look like for the Enterprise Service Desk Technician?

  • Work independently on routine assignments.
  • Creation of trouble tickets.
  • Tracking of trouble tickets through resolution.
  • Reporting trouble ticket data in the Government provided management database, BMC Remedy for ONE-Net.
  • Resolution of trouble tickets.
  • Follow-up with users via electronic means to verify whether an issue is resolved, and close trouble tickets that are verified as resolved.
  • Provide support during designated critical events or disaster recovery operations.
  • Participate in scheduled Enterprise Continuity Plan (ECP)/COOP exercises.
  • Record and keep all materials relating to all customer service requests for the life contract.
  • Act as a single point of contact for resolution of all technology-related issues for supported TNOSC and LNSCs.

What qualifications do you look for?

  • Active DoD Secret Clearance (interim clearance acceptable to start).
  • A Bachelor’s Degree
  • DoDD-8570 IA Technical Level 2 (Security+/CE, CySA+, GICSP, GSEC, CCNA+Security, or SSCP).
  • MTA for Windows OS certification.
  • At least 1 year of customer service experience in computer systems operations.
  • At least 1 year of experience in remote desk takeover tools and usage.
  • Knowledge of programming and system operation concepts with an understanding of how systems operate on computer hardware.
  • Proficiency in Microsoft Word, Excel, and PowerPoint.

Additional Requirements:

  • Ability to sit for extended periods of time.
  • Ability to stand for extended periods of time.
  • Ability to walk to various locations as needed.
  • Ability to bend and navigate to perform assigned duties.
  • Ability to lift light to moderate equipment as needed for the job.