Service Desk Agent; IMC

This position provides analysis and troubleshooting for application-specific issues for a highly visible and high-profile government customer.

Work Location: On-site in Morgantown, WV. Flexible shift availability. The hours of operation will be Monday to Friday – 7:30AM – 10:00PM;
Saturday: 7:30AM – 4:00PM;
Shifts will likely be scheduled eight (8) hours a day, five (5) days a week, based upon the needs and direction of the customer.

Basic Required

Qualifications and Skills:

Note:
These are mandatory items that all candidates must have when submitting an application to IMC for this position. Please ensure that your submission addresses each of these requirement items. Candidates without these required elements will not be considered.

• Associate degree required; equivalent relevant experience may be considered in lieu of a degree. Acceptable experience may include service desk analyst, customer service representative, help desk technician, or a similar role.
• 1+ years’ experience as a service desk analyst with proven experience in ongoing support of client-specific application systems.
• Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
• The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
• Demonstrate excellent communication skills, both verbal and written, to support incoming customer support calls and emails, with ability to clearly communicate technical issues to non-technical people in a friendly and positive manner.
• Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.
• Identify and articulate key information in an efficient and timely manner and exercise discretion and independent judgment when handling situational occurrences.
• Analyze and recommend alternative solutions to meet customer needs, while building credibility and trust with customers, with a focus on exceeding customer expectations and improving the customer experience.
• Support the team process and participate in cross-functional teams in a fast-paced and ITIL transitional environment.
• U.S. Citizenship required.
• Tier 1 Public Trust clearance required.

Desired

Qualifications and Skills:

It is desirable that the candidate have the following qualifications:

• ITIL 4 Foundation Certification.
• HDI Support Center Analyst Certification.
• Possess an IAT level II certification in ACTIVE status:
• CCNA Security
• CySA+
• GICSP
• GSEC
• Security+CE
• CND
• SSCP
• Active Directory and MFA support experience.
• Service Now experience.

Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:

• Serve as first point of contact for all Service Desk inquiries.
• Troubleshoot and resolve Tier I incidents to include hardware, software, account, connectivity, and application issues.
• Create, document, update, and resolve tickets within Service Now SMP.
• Achieve first-call resolution objectives whenever possible.
• Escalate unresolved incidents to APR or specialized support groups.
• Utilize approved knowledge articles and scripts during customer interactions.
• Maintain accurate documentation and work logs.
• Support AI-enabled Service Now capabilities, including Now Assist and virtual agents.
• Participate in knowledge management process improvements initiatives.
• Support extended operating hours, weekends and surge activities are required.
• Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
• Other duties as assigned.

Salary and Benefits Information:

Please see the salary information listed at the beginning of this document, which is not a guarantee of compensation or salary. All salaries…