Qureos Mentor

SMS Data Products Group, Inc

<div>Overview:
<p>
SMS is seeking a Sr. Tier 2 Helpdesk Specialist to support large scale migrations and operations on a large, high-profile DoD contract at Fort Belvoir, VA. The I2TS program provides enterprise-wide IT support to enable DTRA's Information Management &amp; Technology Directorate (ITD) to consolidate, modernize, and continuously innovate the delivery of IT services and mission capabilities to DTRA's internal and external mission partners operating in CONUS and OCONUS locations.</p><p></p><p><br>
As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.</p><p></p><p><br>
SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers&rsquo; missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.</p><p></p><div><br>
Submit your resume today!</div>
Responsibilities:
<div>
In this position, a successful candidate will provide IT Service Desk support installing, operating, troubleshooting, administrating, and cybersecurity defense of data and applications hosted in the DTRA Data Center on both the classified and unclassified systems.</div><div></div><div><b><br>
Responsibilities include:</b></div><ul><li><div>
Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments desk-side or remotely, as necessary.</div></li><li><div>
Correlate events and incidents for management of Information Technology (IT) Services.</div></li><li><div>
Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.</div></li><li><div>
Document and communicate degradation of services or outage issues information to customers and help with resolution.</div></li><li><div>
Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.</div></li><li><div>
Ensure your assigned tickets stay within the program&rsquo;s AQL/SLA commitments.</div></li><li><div>
Utilize Remedy and/or Service Now for queue and work management.</div></li><li><div>
Ensure all tickets, requests, and work orders are properly documented.</div></li><li><div>
Create or coordinate the development of Knowledge Base Articles (KBA)</div></li><li><div>
Troubleshoot complex problems and able to derive root causes and apply correct fixes or workarounds.</div></li><li><div>
Provide support for new employees setting up ADPE (ex. Monitors, keyboard, mouse, VDI, laptop, phone, printer, VTC suite), ensuring network connectivity, and any unresolved account administration providing access to the necessary websites, applications, or services.</div></li></ul>
Qualifications:
<div><b>
Required Qualifications</b></div><ul><li><div>
Bachelors Degree with 8+ years of relevant experience or a Masters Degree with 6-10 years of experience. Additional experience will be considered in lieu of a degree.</div></li><li>
Must currently hold an active DOD TS/SCI clearance</li><li><div>
Current 8140 (Previously 8570), IAT Level II (SEC+ or equivalent) prior to your start date, as well as ability to maintain certification for duration of assignment to the DTRA I3TS contract.</div></li><li><div>
Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.</div></li><li><div>
Experience meeting service level goals and targets.</div></li></ul><div></div><div><b><br>
Desired Qualifications</b></div><ul><li>
Systems or network administration experience in Windows Server and/or Cisco environments.</li><li>
Familiarity with automated call distribution systems.</li><li>
Certification in a process-based platform including programs equal to ITIL, HDI, CoBIT, Lean Six, Six Sigma,etc.</li></ul><div></div><div><br>
SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.</div></div>

Helpdesk Specialist

Join SMS Data Products Group, Inc and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

SMS Data Products Group, Inc

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Helpdesk Specialist