Sr. Service Desk Technician I (6686) Jobs

Sr. Service Desk Technician II

As Sr. Service Desk Technician II, you'll be responsible for overseeing help desk operations and ensuring customer satisfaction. This role focuses on overseeing advanced hardware and software troubleshooting, with specialized expertise required for diagnosing and resolving complex issues on NMCI and Nautilus assets and networks including troubleshooting VLANs and Port activations.

What you'll do:

• Coordinate and stagger team schedules to guarantee continuous onsite operations and help desk coverage during the required window of 6:00 AM - 6:00 PM ET, Monday through Friday.
• Ensure that every verbal, telephonic, and email request is accurately inputted into the DUSN (M) IT Ticket system, and verify that every open ticket is updated daily.
• Direct the review, triage, and response for incoming incidents ensuring standard tickets are resolved within 4 hours.
• Maintain a current and accurate list of approximately 150 designated VIPs to ensure immediate operational response and ticket resolution within 1 hour.
• Interface directly with multiple enterprise support teams to process seat orders, escalate issues, and manage IT resources.
• Oversee the online scheduling, system configuration, and live troubleshooting for audio-visual conference rooms, while continuously monitoring inventories for non-NMCI hardware and over 1,500 wireless assets.

What you'll need to succeed:

• Active DoD Secret security clearance
• Bachelor's Degree from an accredited college or university with 5 years overseeing Service Desk operations, including service request, incident & problem ITIL processes.
• Experience managing a Service Desk supporting 4K+ Users.
• You currently hold an ITILv4 certification.
• Experience with Service Desk management tools such as Service Now, Jira Service Management, or similar platforms.
• Excellent communication and collaboration skills.
• Strong customer service orientation and the ability to build positive relationships with stakeholders.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.

HOURLY RATE: $67,000.00 - $74,000.00 The hourly rate for this position is determined based on qualifications, skills, and relevant experience. The final rate offered will be determined based on several factors including:

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of Metro Star, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses

To apply for this position, please submit your resume via the form below or through our careers page. Final date to receive applications:
Applications will be accepted on a rolling basis until the position is filled; candidates are encouraged to apply as early as possible for full consideration. Additional Compensation:
This role may also be eligible for bonuses and/or additional incentives based on individual and company performance. Benefits:
All full-time employees are eligible to participate in our benefits programs:

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and holidays
• Parental Leave and dependent care
• Flexible work arrangements
• Professional development opportunities
• Employee assistance and wellness programs

Commitment to Non-Discrimination All qualified applicants will receive consideration for employment based on merit and without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, status as a protected veteran, or any other status protected by applicable federal, state, local, or international law.