The MDAs Enterprise Service Desk is the primary first contact POC for all MDA users requiring IT services. The Service Desk operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL providing 24x7 support to customer all over the world. The common tasks performed by the Service Desk are user call processing, incident management, service request management, account management and escalation of incidents and problems to other IT functional teams. The Service Desk also participates in asset management, change management, and release management. Service Desk will gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. Representative technical certifications at this level may include ITILv3, HDI, Microsoft A and Network . #cjpost Basic Requirements
: A High School diploma (or GED), and 4 years of general experience with 2 related experience in help desk ticketing software, incident troubleshooting and escalation, or using remoted desktop management tools and familiarity with ITILv3 or related service delivery frameworks. Candidate must have a DoD Secret security clearance. Candidates must have completed and be enrolled in Continuing Education (CE) with a Security certification or other IAT level II 8570 compliant certification or above. Candidate must have a general PC and Microsoft Office troubleshooting skills and the ability to clearly converse with customers at all levels. The Service Desk professional must communicate written and/or verbal situational awareness to management and Government leadership in a concise, professional manner. This position will be required to work extended and/or non-prime hours, including holidays, and weekends. Desired Requirements
: Previous Service Desk/Call Center experience, Active Directory, Exchange and Remedy experience. Scripting: Power Shell is a plus.
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