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Description
Missing Link Security is a government contractor with a mission to secure the nation’s information by increasing awareness, countering threat, mitigating risk, and enforcing compliance. We employ people who are passionate about the security of our country, our communities, and our information systems.
Missing Link Security is looking for a Service Desk Technician to support Tier 1 and Tier 2 clients at NS3. This position is working onsite at the NS3 Directorate responsible for supporting service desk calls.
Responsibilities: Ensure all users have the requisite security clearance, authorization, and need-to-know, and are aware of their security responsibilities before granting access to NS3 classified networks. Manage the Tier 1 & 2 service calls and must be an expert in queue management. Understanding of the hardware/software tools that the Tier 1 & 2 support services provide. Perform service desk support for the desktop computing environment (PC, Desktop/Laptop), as well as printers, copiers, telephones, etc. Perform the day-to-day NS3 service desk operations and respond quickly to service request. Generate service performance metrics, monitor to ensure IT consistently achieves service goals, and provide daily, weekly, and monthly management reports. Administer all requests, incidents and problems. Assist in the processes needed to provide high quality customer service and minimum response time for service request. Act as escalation point for all requests and incidents. Assist with the development of mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Perform the performance of Tier1 and Tier 2 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure customer expectations are met or exceeded. Interact with internal and external customers. Assist to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Stay current on developments within the IT industry and provide recommendations on ways to optimize speed, reduce cost, etc.
Install or assist service desk team in installation of hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, following design or installation best practices.
Ensure the implementation and maintenance of fully documented procedures for imaging computing devices supported by NS3 Director. Manage hardware inventory and provide quarterly reporting and refresh cycles. Ensure the implementation and maintenance of fully documented procedures and SOP’s for I.T related and Service Desk Support activities. Produce ad-hoc reports detailing the status of the Open and Aging Service Desk Tickets. Communicate VIP service desk request to Service Desk Manager.
Requirements
Required Skills and Experience:
Desired Skills and Experience:
Missing Links Security Employees have the following core values:
Customer-Driven Focus – Our focus is serving the needs and missions of our customers. Our goal is always to exceed expectations and deliver 100% customer satisfaction.
Commitment to Excellence – In security, mediocrity leads to failure. Simply meeting the minimum standards is unacceptable. We have a passion to provide the best. We hold ourselves to a standard of excellence because we know that our families and our nation depend on our success.
Heart to Serve – Service is at the core of what we do. Many of us served our country in the military or in civil service, and we continue in that desire to serve. Hiring Veteran employees is a core principle for MLS to help pay back the men and women who served by providing them with with careers outside of the military.
Total Wellness – We encourage a healthy professional and personal life balance for our employees, who in turn remain motivated and committed. We build employee satisfaction, commitment, and retention through leading by example and offering employee health care benefits paid for in full by MLS.
Missing Link Security, LLC does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.
Full Time
Business Services
08/18/2022
11/24/2022
mlinkuk.com
Wigan
<25
Business Services
The job skills required for SERVICE DESK TECHNICIAN include Troubleshooting, Customer Service, Service Desk, Active Directory, Microsoft Office, Installation, etc. Having related job skills and expertise will give you an advantage when applying to be a SERVICE DESK TECHNICIAN. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by SERVICE DESK TECHNICIAN. Select any job title you are interested in and start to search job requirements.
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