Service Desk Technician

ONSITE IN DC

• Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using Service Now for supporting the DFC IT infrastructure and Mobile devices.
• Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
• Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively directly with DFC clients on improving Service Now automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
• Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
• Other duties as assigned.

• Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using Service Now for supporting the DFC IT infrastructure and Mobile devices.
• Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
• Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively directly with DFC clients on improving Service Now automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
• Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
• Other duties as assigned.

• 5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting;
  Service Now preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required.
• Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as Service Now for a remote VIP office client based IT problem ticket/system issues resolution
• Extensive VIP support at Level II for client activities within requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets.
• Proactive VIP client interface experience and deliverable documentation development
• Staff interface and asset coordination experience
• Experience supporting DFC or similar IT organization preferred
• Strong customer asset support skills
• Strong written and verbal communications skills
• Knowledge of the Service Now ticketing system
• Experience with ITIL best practices
• Knowledge working with and supporting the following products and tools:

Knowledge working with and supporting the following products and tools:

• Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levels
• Exposure and understanding of network tools and techniques such as switches, VPNs, routhers and releated WiFi connectivity
• Microsoft Exchange
• Anti-Virus Software (i.e., Microsoft System Center Endpoint Protection)
• Microsoft Distributed File System (DFS)
• Enterprise Mobile Devices (i.e., Apple and Android Devices)
• Mobile phone management tools/MDM (i.e., InTune)
• Mobile Device startup and client configuration/Apple iPhone experinece preferred
• Desktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgrades
• Microsoft Active Directory (AD)
• Microsoft Domain Name Services (DNS)
• Microsoft Dynamic Host Configuration Protocol (DHCP)
• Smart Card Authentication
• Virtual Private Network (VPN)/WIFI support for remote and in-office clients
• Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)
• Enterprise Communication Services (i.e., TEAMs for Business)
• Microsoft SharePoint end-users support
• Microsoft Windows 10. 11
• VPN and PIN Card Troubleshooting
• Internet-based VOIP desk phone systems, troubleshooting and system upgrades
• TEAMs-based phone systems
• Bit Locker or other user authentication tool
• Adobe
• Asset Management tools and techniques for large infrastructure environments
• Secure email Transmission facility (i.e, Accellion or similar)
• Outlook Email archive management
• Network Printers and office server reset/update support
• Microsoft Office products
• Ticketing and Asset Management System (i.e., Service Now)
• Knowledge Base resource and video guide training planning and development
• Video Conferencing Support (i.e., VTC)
• General Desktop and Mobile Device System (InTune) Administration
• Specialized DFC agency inhouse infrastructure system tools/features/application trouble ticket support and troubleshooting

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion,…