TS/SCI Senior Service Desk Specialist - MKS2 Technologies
Springfield, VA
About the Job
MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our "Mission First" orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Senior Service Desk Specialist
Location: Springfield, VA - daily on-site requirement
Pay Rate: $100,000 - $130,000 W2 based on experience
Overview
We are hiring a Senior Service Desk Specialist to support our government customer based in Springfield, VA. The position is required to be onsite. The position requires an active Top Secret/SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph.
Responsibilities
The Senior Service Desk Specialists are the Tier 2 team members of an Information Technology (IT) Enterprise Service desk responsible for the IT-related service requests, and the service incidents and problems for the customer's IT business and mission-focus enterprise systems.
- Senior Service Desk Specialists will be directly responsible for receiving, prioritizing, documenting, and actively resolving end-user submitted requests.
- Senior Service Desk Specialists will use common vendor provided as well as custom internal diagnostic tools to provide "hands on" troubleshooting assistance at the desktop level.
- Senior Specialists must be comfortable handling complex end-user support issues independently as well as be capable of supporting internally escalated tickets from Service Desk team members. The IT Enterprise Service Desk supports a wide array of systems, applications, and services spanning desktop operating systems (OSs), desktop and web-based applications, and unified communications (instant messaging, Video Tele-Conferencing (VTC), Voice over IP (VOIP) phones, etc.).
- The position requires to be onsite due to the classified nature/location of the program.
Experience
- Shall have 4 or more years of experience working in an enterprise IT Service Desk or Help Desk role.
- Demonstrated experience providing technical assistance and support to enterprise Microsoft Windows desktop platforms.
- Demonstrated experience supporting IT enterprise collaboration, communication, and productivity software suites such as Microsoft Office, SharePoint, and Skype for Business, etc.
- Demonstrated experience working with remote monitoring and management tools to troubleshoot, assess, and resolve issues across a globally dispersed IT enterprise.
- Demonstrated experience working directly with customers – in face or over the phone - to elicit all necessary details to capture their IT service request, incident, or problem accurately and completely.
Education
- Bachelor's Degree from an Accredited University; OR one of the following certifications:
- CompTIA Security+ ce; or
- GIAC Security Essentials (GSEC); or
- Systems Security Certified Practitioner (SSCP)
Desired Qualifications
- Strongly desired to be Microsoft Certified: Modem Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA): Windows 10 certified.
- Strongly desired to be formally trained and/or certified in the following Information Technology Infrastructure Library (ITIL) modules: Service Operation, Operational Support and Analysis, and/or Continual Service Improvement.
- Demonstrated experience working with Commercial off the Shelf (COTS) IT Service Management (ITSM) software suites such as BMC Remedy, ServiceNow, or HP Service Manager, for performing Service Desk related duties and responsibilities.
- Demonstrated experience with enterprise monitoring and network performance monitoring solutions as Microsoft System Center, IBM Tivoli, SolarWinds, and/or Splunk.
- Familiarity with Microsoft Active Directory (AD) as a centralized directory service for authentication and authorization for all IT enterprise end-users.
- Familiarity with Microsoft PowerShell and its local and remote diagnostic and analysis capabilities.
- Familiarity with basic Networking troubleshooting concepts and approaches.
Security Clearance Requirements
- The position requires U.S. Citizenship and an active DoD Top Secret with SCI clearance and the ability to obtain and maintain a Counterintelligence (CI) Polygraph
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
