Enterprise Service Desk Technician

Employee Type:
Regular

Required:

US Citizenship required Ability to obtain and maintain a Secret DoD Clearance High School diploma and 5+ years' technical experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience). Excellent communication skills; both written and spoken Ability to work in a team environment. Adapt and learn new technologies quickly (MS Operating Systems, Office Products, and DAF specified software).

Knowledgeable of customer service best practice and processes Experience using Service Now service management software (or similar tool) Advanced Technical Support:
Resolve technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support. Incident Management:
Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels. Knowledge Base Enhancements:
Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members. Service Now Proficiency:
Utilize Service Now to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes. Cross-Training:
Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.