Enterprise Service Desk Technician - Senior

Job Title: Enterprise Service Desk Technician - Senior.  

Location: Doral, FL; On-Site  

Employment Type: Full-Time  

Shift: N/A 

About the Company 

Athena Technology Group, Inc. (ATG) is a Service-Disabled Veteran Owned Small Business (SDVOSB) and Historically Underutilized Business Zone (HUBZone) established in 2010. ATG has immense experience and a strong, solid reputation throughout various government agencies providing consistently superior, innovative and cost-effective solutions. ATG is a premier provider of cybersecurity, risk management framework (RMF) and communications cybersecurity solutions as well as information technology (IT) and communications consulting, system engineering, integration, deployment and operation of state-of-the-art command and control and information systems that deliver critical network centric solution to the warfighter. We are looking for innovative industry professionals to join our team and continue our proven track record.  

ATG is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Vets/Disability 

Job Summary 

We are seeking a Senior Enterprise Service Desk Technician to join our team. In this role you will be responsible for supporting the team in various ways during simultaneous conferences and events. You will play a key part in ATG’s support of various USSOUTHCOM efforts to deter aggression, defeat threats, protect National Security, rapidly respond to crisis situations and build various areas of responsibility (AOR) Information Technology (IT) capacity. Our team will provide direct support to implement and sustain mission critical IT networks and robust cyber defense services.  

Key Responsibilities 

• Support the timely resolution of IT incidents and service requests, escalating complex issues to appropriate teams when necessary  

• Ensure adherence to established IT service management processes and procedures, including incident, problem, and change management  

• Monitor service desk metrics and key performance indicators (KPIs), reporting on trends and recommending improvements  

• Support technical escalation requirements for complex IT issues, providing advanced troubleshooting and problem-solving support  

• Collaborate with other IT teams to coordinate cross-functional support and resolve widespread issues along with maintain and update knowledge base articles and standard operating procedures for common IT issues  

• Participate in continuous improvement initiatives to enhance service desk efficiency and customer satisfaction and assist in training and mentoring junior service desk staff members.  

• Ensure compliance with USSOUTHCOM security policies and procedures in all service desk operations 

• Provide technical assistance to computer users.  

• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.  

• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. 

Qualifications 

Required:  

• Security Clearance Level: Must hold an active Secret level clearance.  

• Highschool Diploma and 7 years experience  

• Strong knowledge of IT service management principles and ITIL framework • Excellent customer service and communication skills   

• Proficiency in ticketing systems and remote support tools and experience with Windows, Linux and Mac operating systems, as well as common business applications 

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.  

• Plans and leads major technology assignments.  

• Evaluates performance results and recommends major changes affecting short-term project growth and success.  

• Functions as a technical expert across multiple project assignments.  

• May supervise others. 

Desired:  

• Experience in large, distributed IT enterprises 

• ITIL Foundation Certificate 

• Experience in DoD or Government IT support environment 

• Familiarity with cybersecurity best practices and compliance 

• Knowledge of scripting languages for automation (PowerShell, python, etc.).  

Physical and Environmental Conditions 

• Work to be preformed out of Doral, FL supporting various missions across the area of responsibility. 

• Must be able to sit for long periods of time in office-setting  

Additional Benefits 

• Performance Bonuses and annual salary reviews 

• Health, dental, and vision insurance 

• Short Term Disability, Long Term Disability, and Life Insurance 

• 401(k) plan with company match 

• Opportunities for professional growth and development 

• A collaborative and inclusive work environment 

ATG is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.