United Support Services, Inc. (USS), a La Jolla based Engineering and Technology company serving Federal and DoD government clients in the aerospace, technology, and defense sectors, is seeking a junior or mid-level Service Desk Technician eager to join a growing team in an uplifting work environment. Easy transition into a supportive group of professionals who work together on defined collaborations to achieve success. This position will be onsite, supporting the Facilities Service Branch (FSB) in Kansas City, MO. 

***Applicants must posses a current and active DoD Secret Level security clearance in order to apply, and must be able to obtain a Security certification within 90 days from the start of their employment. 

Job Description

The FSB Service Desk Technician is responsible for the triage, follow up, communication, routing, and escalation of all tickets escalated by Junior Service Desk Technicians. 

Responsibilities 

• Respond to incoming customer inquiries for FSB hosted/sustained enterprise systems
• Act as the routine contact point, receiving and handling escalated requests for support
• Provide the answer, product, or service in cases where requested support is readily available
• Conduct research using collaborative tools, the web, and other resources to obtain answers
• Identify problems, or potential problems, with training support products or services
• Respond to a broad range of service requests for support by providing information to fulfill requests or enable resolution
• Provide second line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assist with the development of standards, and apply the standards to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation
• Maintain up-to-date knowledge of current and emerging technologies
• Implement best practices for systems over which this position has been designated responsible, following guidance provided by FSB Administrators and Engineers
• Provide reporting for systems over which this position has been designated responsible
• Carry out defined tasks as established by FSB Administrators and Engineers
• Perform troubleshooting, diagnosis, and resolution of outages and other problems with web servers, application servers, and database servers utilizing existing documentation, knowledge base articles, or guidance from Subject Matter Experts (SME)
• Additional duties as assigned

Qualifications

• Education, training, or professional experience working with various Information Technology Platforms
• Experience working on a service desk
• Obtain a current Security certification (within 90 days of start of employment)
• Ability to take ownership of help desk issues and follow through to successful completion
• Ability to problem solve and to confidently and decisively take action

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Who We Are

USS, headquartered in La Jolla (San Diego) CA pride ourselves on our dedication to creating a supportive, team environment. We know your total compensation package is important to you, which is why we pay competitive salaries and offer a full benefits package for full-time positions.

USS is an Equal Opportunity Employer and provides employment opportunity regardless of race, ancestry, religion, age, disability, sex, gender, sexual orientation, medical condition, genetic information, marital status, veteran status, or any other protected category.

The health and safety of our employees and their families is a top priority. With the continuing impacts of COVID-19 around the world, we are taking action to protect the health and well-being of our colleagues and maintain the safety of the communities where we operate.