Enterprise Service Desk Senior

Enterprise Service Desk Senior - (_1.1)

At Stratas Corp, our mission strives to put employees first while still being recognized as a leader in the Department of Defense Information Technology sector. We believe in a continuing pursuit of customer satisfaction and operational excellence while exceling in service innovation. We are looking for employees who value corporate culture, leadership, diversity, and commitment to quality, because we are #Team Stratas.

Washington DC - Washington DC, DC 20001 US (Primary)

Information Technology

The Enterprise Service Desk Senior provides advanced customer support and technical assistance for enterprise IT services within the Marine Corps Enterprise Network (MCEN) environment. This role serves as a key member of the Enterprise Service Desk team, responding to customer inquiries, troubleshooting technical issues, managing service tickets, and ensuring timely resolution or escalation of incidents in accordance with established service level agreements (SLAs).

The incumbent is responsible for supporting end users, correlating incidents and service events, maintaining ticket accuracy, and delivering exceptional customer service while ensuring operational excellence across enterprise IT systems.

Essential Duties and Responsibilities

Enterprise Service Desk Operations

• Support daily operations of the Enterprise Service Desk.
• Respond to customer inquiries via phone, email, and other approved communication channels.
• Execute established support procedures, scripts, and troubleshooting processes.
• Accurately document customer issues and service requests.

Incident and Service Request Management

• Open, update, track, and close service tickets in accordance with established procedures.
• Troubleshoot hardware, software, network, and user account issues.
• Resolve technical issues at first contact whenever possible.
• Escalate incidents and service requests that require higher-level technical support.
• Ensure all tickets are documented accurately and completely.

Customer Support and Technical Assistance

• Provide professional and responsive technical support to end users.
• Assist customers with system access, account management, software functionality, and general IT-related issues.
• Utilize remote support tools to diagnose and resolve technical problems.
• Maintain a high level of customer satisfaction while meeting service desk performance objectives.

Incident Correlation and Service Monitoring

• Correlate IT events and incidents to identify trends, recurring issues, and service impacts.
• Assist with monitoring service performance and operational metrics.
• Support proactive identification of service disruptions and potential system issues.
• Provide information and reporting to support IT service management activities.

Process and Service Quality

• Support achievement of service level agreements (SLAs), key performance indicators (KPIs), and operational targets.
• Follow Information Technology Service Management (ITSM) best practices.
• Maintain compliance with organizational policies, procedures, and customer service standards.
• Participate in continuous process improvement initiatives.

Minimum Qualifications

Education

• High School Diploma or equivalent required.

Experience

• Minimum of three (3) years of Information Technology customer service or technical support experience
  .
• Minimum of two (2) years of experience utilizing IT ticketing systems
  .
• Minimum of one (1) year of experience using remote desktop support/takeover tools
  .
• Demonstrated experience meeting service level goals and performance targets.

Certifications

Required:

• CompTIA Security+ (IAT Level II compliant)
• Microsoft Technology Associate (MTA) for Windows Operating Systems

Additionally, candidates must possess a certification in a…