Enterprise Service Desk Specialist (Sr), Kansas City, MO

JOB DESCRIPTION

Responsibilites:

Conduct operations in support of the Enterprise Service Desk. Execute scripts and answer calls. Troubleshoot, resolve, and/or escalate technical issues. Open and close tickets. Correlate events and incidents for management of Information Technology (IT) Services. Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage. Experience meeting service level goals and targets. Must possess a certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc. 

**Kansas City is a 24/7 environment. The analysts (ESD Specialists) will be required to work shifts in accordance to the following:

Shifts: 

  • Day Shift:  Mon-Fri Start time between 0530 and 0900 then 8.5 hours later (30 Min Lunch) 
  • Mid Shift:  Mon-Fri 1200-0830 (30 Min Lunch) 
  • West PAC Shift:  Sun-Thu Start Time between 1500 and 1800 then 8.5 hours later (30 Min Lunch) 
  • Night Shift:  Sun-Thu 2130-0600 (30 Min Lunch) 
  • Weekend Day Shift:  Sat-Sun 0600-1800 then two 8-hour days during the week 
  • Weekend Night Shift:  Fri-Sun 1800-0600 then a 4-hour shift during the week 

***Shifts are assigned in accordance with the needs of the helpdesk; candidates should be flexible to support any shift.  Candidate can change the shift they’re assigned for a significant conflict (family conflict, school, etc.) as long as they can remain flexible the team and the desk can accommodate conflict.  

Qualifications/Education

**REQUIRED** 

  • U.S. Citizenship
  • Secret Clearance
  • IAT Level II (Security+ CE, CCNA Security, CySA+, GICSP, GSEC, CND, SSCP) 
  • MTA for Windows OS 
  • Process-based Platform Certification (ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc)  
  • 3+ years experience and HS Diploma/GED  

or

  • <3 years experience and B.S. or A.A in relevant area of study
    • Must have commensurate schooling/training in the experience area 

We collaborate closely with clients to support the warfighter.

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