Enterprise Service Desk Senior

Location

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• High School Diploma or equivalent required.

• 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.

Required:

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

Additionally, candidates must possess a certification in a process-based framework or methodology, such as:

• ITIL
• HDI
• COBIT
• Lean
• Lean Six Sigma
• Six Sigma
• Equivalent service management certification

• Active Secret Clearance required.

• Experience supporting Department of Defense (DoD) or military enterprise environments.
• Experience supporting large-scale service desk operations.
• Familiarity with enterprise IT service management platforms and reporting tools.
• Knowledge of ITIL-based service delivery frameworks.
• Experience supporting Microsoft Windows operating systems in an enterprise environment.

• Strong customer service and communication skills.
• Advanced troubleshooting and problem-resolution capabilities.
• Knowledge of IT service management principles and best practices.
• Experience with enterprise ticketing systems and incident management processes.
• Proficiency with remote support and desktop administration tools.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong attention to detail and documentation skills.
• Ability to work effectively in a fast-paced, mission-critical environment.
• Strong analytical and critical-thinking abilities.
• Ability to collaborate effectively with technical…