DAS MARCS: Service Desk

Position: DAS MARCS: Service Desk 1
Title: DAS MARCS:
Service Desk 1
Job

Note:
This will be a second shift position, 3:00 PM to 11:00 PM, straight
8. Meaning they eat lunch while on duty at their workstation. Tuesday night through Saturday night.( End of work week is Saturday night @ 11:00 PM)

Job Description:

May be asked to work overtime to cover other Staff at times however probably very seldom will happen.

Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).
Knowledge of: (1) computers & electronics;(2) oral & written communication tools & techniques; (3) customer support & personal service; (4) telecommunications (e.g., Microwave, wireless, fiber optic); (5) IT security principles & methods; (6) Client MCC 7500 Radio Console; (7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc); (8) operating systems installation & configuration procedures; (9) network standards, protocols & procedures;

(10) platform usage; (11) capabilities of network equipment including, routers, switches, bridges, & related hardware; (12) back-up & recovery techniques; (13) technical writing & documentation practices.
Skill for: (14) reading comprehension; (15) speaking; (16) service orientation; (17) installation; (18) troubleshooting; (19) critical thinking; (20) systems evaluation & operational / systems monitoring.
Ability to: (21) transport items up to 50 lbs; (22) operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps. (23) carry out instructions in written, oral or picture form; (24) understand manuals & verbal instructions technical in nature; (25) stay abreast of current technologies in area of IT assigned;

(26) deal with problems involving several variables in familiar context

Required / Desired Skills Skill Required / Desired Amount of Experience Experience in Help Desk Software (e.g., Service Now & Remedy, IRIS, Powershell, Genesis, UEM, Grafana) Required 5 Years Capable of High Level Documentation and Attention to Detail in Service Now / Ticketing solution. Required 3 Years Service orientation;
Installation;
Troubleshooting;
Critical thinking;
Systems Evaluation & Operational / Systems Monitoring. Required 5 Years