Service Desk Technical Support Specialist (SRF 349B) - 100% Telework!
About the position Responsibilities • Create, analyze, research, and resolve Tier 2 biometric incidents submitted by our customers • Ticket creation and documentation using ServiceNow • Respond to customer requests via email and/or telephone answering system • Liaise with the government client on biometric issues • Assist on technical bridges for biometric service and system outages • Evaluate changes in biometric methodology and create supporting knowledge articles Requirements • Education: AA/AS • Required Experience: 5+ years of relevant experience • Required Technical Skills: strong knowledge of ServiceNow or other ITSM ticketing systems, beyond the basic ticket creation level • Security Clearance Level: Public Trust (DHS HQ EOD required to start; must be able to obtain DHS HQ Final Suitability) • Required Skills and Abilities: applied research experience on multiple complex work assignments, broad in nature and requiring originality and innovation Nice-to-haves • AA/AS and 8+ years of relevant experience (or equivalent combination of education, technical certifications or training, and relevant experience) • Degree in computer engineering, computer science, information systems, or related technical discipline • Experience providing Tier 2 Service Desk support • Strong biometric research techniques and methodologies • Experience researching and creating detailed knowledge articles for team use and resolution of customer requirements • Ability to apply complex research skills to resolve customer issues • Strong skills to facilitate and document a technical bridge as expediently as possible • Strong leadership and client relation skills • Ability to manage time, and to work on a team or independently • Knowledge of Active Call Directory functions and software tools • Certification: ITIL Foundations v3 or v4 Benefits • Full-flex work week to own your priorities at work and at home • 401K with company match • Comprehensive health and wellness packages • Internal mobility team dedicated to helping you own your career • Professional growth opportunities including paid education and certifications • Cutting-edge technology you can learn from • Rest and recharge with paid vacation and holiday Apply tot his job