Service Desk Technical Support Specialist (SRF 349B) - 100% Telework!
About the positionResponsibilities• 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 articlesRequirements• Education: AA/AS• RequiredExperience: 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 innovationNice-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 v4Benefits• 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