Tier II Service Desk Specialist with Security Clearance
We're going places, hop on boardOur value is in our employees - smart, passionate, and fun peopleGrow with us! As a growing business, every NuAxis Innovations employee impacts the success and direction of this companyWe all share a true passion for technology and enjoy working together to develop solutions, share ideas, and exchange knowledgeAt NuAxis Innovations, we celebrate diversity and the unique perspective each team member brings to his/her job, team, and communityWe are currently seeking a talented and motivated Tier II Service Desk Specialist for a Full-Time position in Denver, COJob
Summary:
The Tier II Service Desk Specialist must possess and apply expertise on multiple complex work assignmentsAssignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasksThe Tier II Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution timesThe Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problemsMust contribute to deliverables and performance metrics where applicable
Essential Functions:
o Responds to and diagnoses problems through discussion with users and hands-on assistance.
o Provides on-site support to end-users on a variety of issues.
o During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
o Identifies, researches, and resolves technical problems.
o Responds to tickets assigned by Tier 1.
o Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
o Documents, tracks, and monitors tickets to ensure a timely resolution.
o Provides second-tier support to users' applications or hardware issues.
o Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
o Simulates or recreates user problems to resolve operating difficulties.
o Recommends systems modifications to reduce user problems.
o Performs Moves, Adds, and Changes (MAC) Support-Incident Management:
Provide impact- and priority-based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible:
o Escalate tickets based on expertise and appropriate group membershipo Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hourso Monitor voicemails and emails left for the SDo Log Incidents and Service Requests into the ITSM.
o Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all timesTrack Incident from the first report to remediationo Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
o Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolvedo Escalate tickets as required by the applicable Service Level Agreements (SLAs)o Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restoredo Follow-up on resolved Incidents to check the quality, get customer concurrence of incident closure, and report customer satisfactiono Work with Operational and other teams to ensure final summary, reviewanalysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages and submitted in writing to governmentmanagemento Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known to error sub-processes to facilitate quicker diagnosis and resolution for future Incidentso Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Userso Ensure non-IT requests are properly routed to appropriate support organizationsTicket Updates:
Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:
o Update tickets by adding work log information as required by the applicable SLAso Monitor status of all open tickets and escalate as requiredo Coordinate resolution with other internal and external teams, as appropriateo Check the assigned tickets queue on regular basis throughout the NWHo Provide advice and guidance to the Users regarding restoration of interrupted serviceo Verify ticket resolution with the Usero Provide advice and guidance to Users regarding restoration of interrupted service Ticket Closure:
No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restoredWhen an issue is resolved, change the status of the ticket to ResolvedFollow up periodically to verify the service meets client expectations; close when completedIncident Handling and Management:
Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAsEscalate and/or seek assistance if other support teams are not being responsive to requests for assistanceMaintain the status of all open tickets in a manner that meets the SLAs and OLAsProblem Handling and Management:
Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidentsWhen such a cause is determined, create a Problem ticket and link all related Incident tickets to itUpon resolution of the Problem ticket, update all related Incident ticketsEducation/Certification:
Must have (or be willing to obtain within 90 days as a condition of employment):
o Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or latero Certifications in ITILv4 Foundationso Help Desk Institute's HDI certificationo Customer Service Representative Certification
Experience:
At least 2 years of current experience in participating in a desk-side support environmentDoes this opportunity sound like a fit for you? If so, join our talent community and click to apply now!! Our Profile:
NuAxis is an IT Services firm providing innovative solutions to the U.
SFederal Government using state-of-the-art technologies, architectures, and life cycle managementWe are a Certified Microsoft Partner with extensive Microsoft technologies experienceOur services portfolio includes Project Management, Application Development, Infrastructure Management, and Security ManagementWe offer competitive salaries, an attractive benefits package, and the opportunity to learn from expertsHigh technology small business with long-standing U.
SFederal Government experienceo Visionary executive leadershipo Expert professional services team comprises highly skilled engineers and software developerso Rapid growth over the last several yearsNuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and DisabledEmployment contingent upon successful completion of a background investigation At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balanceNuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefitsMore specific information on benefits eligibility will be provided as part of the interview process#NAI #Dice Recommended Skills Communication Customer Satisfaction Customer Service Databases Hardworking And Dedicated Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s6196nhw4038n9nct', 'ExternalApply-j3s6196nhw4038n9nct'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Tier II Service Desk Specialist must possess and apply expertise on multiple complex work assignmentsAssignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasksThe Tier II Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution timesThe Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problemsMust contribute to deliverables and performance metrics where applicable
Essential Functions:
o Responds to and diagnoses problems through discussion with users and hands-on assistance.
o Provides on-site support to end-users on a variety of issues.
o During remote support periods, receive customer calls, emails, and self-generated tickets to initiate tickets, troubleshoot, and resolve incidents and requests.
o Identifies, researches, and resolves technical problems.
o Responds to tickets assigned by Tier 1.
o Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
o Documents, tracks, and monitors tickets to ensure a timely resolution.
o Provides second-tier support to users' applications or hardware issues.
o Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
o Simulates or recreates user problems to resolve operating difficulties.
o Recommends systems modifications to reduce user problems.
o Performs Moves, Adds, and Changes (MAC) Support-Incident Management:
Provide impact- and priority-based Incident categorization in order to track the progress of all incidents and restore degraded or disrupted services as quickly as possible:
o Escalate tickets based on expertise and appropriate group membershipo Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hourso Monitor voicemails and emails left for the SDo Log Incidents and Service Requests into the ITSM.
o Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all timesTrack Incident from the first report to remediationo Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
o Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolvedo Escalate tickets as required by the applicable Service Level Agreements (SLAs)o Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restoredo Follow-up on resolved Incidents to check the quality, get customer concurrence of incident closure, and report customer satisfactiono Work with Operational and other teams to ensure final summary, reviewanalysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages and submitted in writing to governmentmanagemento Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known to error sub-processes to facilitate quicker diagnosis and resolution for future Incidentso Proactively monitor Automated Call Distribution (ACD) calls, Incidents, and Service Request workflows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to Userso Ensure non-IT requests are properly routed to appropriate support organizationsTicket Updates:
Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:
o Update tickets by adding work log information as required by the applicable SLAso Monitor status of all open tickets and escalate as requiredo Coordinate resolution with other internal and external teams, as appropriateo Check the assigned tickets queue on regular basis throughout the NWHo Provide advice and guidance to the Users regarding restoration of interrupted serviceo Verify ticket resolution with the Usero Provide advice and guidance to Users regarding restoration of interrupted service Ticket Closure:
No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restoredWhen an issue is resolved, change the status of the ticket to ResolvedFollow up periodically to verify the service meets client expectations; close when completedIncident Handling and Management:
Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAsEscalate and/or seek assistance if other support teams are not being responsive to requests for assistanceMaintain the status of all open tickets in a manner that meets the SLAs and OLAsProblem Handling and Management:
Continuously review Incident data as well as other sources of information to identify trends that may lead to the discovery of a common cause of incoming incidentsWhen such a cause is determined, create a Problem ticket and link all related Incident tickets to itUpon resolution of the Problem ticket, update all related Incident ticketsEducation/Certification:
Must have (or be willing to obtain within 90 days as a condition of employment):
o Current Microsoft Certified exam qualifying as a Microsoft Office Specialist for Office 2007 or latero Certifications in ITILv4 Foundationso Help Desk Institute's HDI certificationo Customer Service Representative Certification
Experience:
At least 2 years of current experience in participating in a desk-side support environmentDoes this opportunity sound like a fit for you? If so, join our talent community and click to apply now!! Our Profile:
NuAxis is an IT Services firm providing innovative solutions to the U.
SFederal Government using state-of-the-art technologies, architectures, and life cycle managementWe are a Certified Microsoft Partner with extensive Microsoft technologies experienceOur services portfolio includes Project Management, Application Development, Infrastructure Management, and Security ManagementWe offer competitive salaries, an attractive benefits package, and the opportunity to learn from expertsHigh technology small business with long-standing U.
SFederal Government experienceo Visionary executive leadershipo Expert professional services team comprises highly skilled engineers and software developerso Rapid growth over the last several yearsNuAxis is an Equal Opportunity/Affirmative Action Employer including Vets and DisabledEmployment contingent upon successful completion of a background investigation At NuAxis Innovations, we are committed to a comprehensive employee benefits program that helps our employees stay healthy, feel secure, and maintain a healthy work/life balanceNuAxis Innovations benefits include medical, dental, vision, spending accounts, disability, basic and supplemental life insurance, a 401(k) plan, paid time off, and additional voluntary benefitsMore specific information on benefits eligibility will be provided as part of the interview process#NAI #Dice Recommended Skills Communication Customer Satisfaction Customer Service Databases Hardworking And Dedicated Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3s6196nhw4038n9nct', 'ExternalApply-j3s6196nhw4038n9nct'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
