Service Desk Specialist

• Report status on incidents to users and develop an incident status on-line capability.
• Promptly document and create trouble tickets for all reports of information systems problems, including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections; and immediately notify management if an information security incident meets escalation criteria.
• Support new customers with the laptop configuration requirements including drive mappings, email setups, and PST (Personal Storage) builds.
• Provide support to end users on a variety of IT issues.
• Identify, research, and resolve technical problems.
• Assist and coordinate in the incident management process to include identifying, researching, and resolving technical problems.
• Respond to telephone calls, e-mail, and in-person requests for technical support.
• Resolve, track, and monitor incidents to ensure a timely resolution.
• Provide direct training, lecture or instruction, professional/technical development, in addition to the coordination and planning necessary to obtain services.
• Train client personnel on Command Standard software applications and designated information systems (IS).
• Day-to-Day activities include checking and sending Web Check report to CIO leadership, Supporting conference room setups, Support conference room issues, and other duties as assigned. Weekly we provide the CIO leadership with a Printer report on status of printers located here in headquarters. In a nutshell we are a jack-of-all-Trades type of help desk.

Required Experience/Skills:

• 6 years relevant experience.
• Proficiency with SecurityCenter (ACAS)
• Experience with Remedy or other ticketing systems
• Familiarity with Continuous Monitoring and Network Analysis using both HBSS and SIEM
• Familiarity with AppDetective Pro Datatbase Scanner
• Must be able to provide incident management for all enterprise incidents and timely return to service requirements for users and the enterprise
• CompTIA Security + CE
• Microsoft Certified Technology Specialist (MCTS) or higher
• Windows 7 or 10 Configuration and/or Server Certification
• Able to work 5:30 AM to 2:00 PM
• Candidate must be a US Citizen

Education: Bachelor s Degree or 4 years of additional experience