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Service Desk Technician

Company: Boecore
Location: Colorado Springs
Posted on: January 9, 2021

Job Description:

Boecore is actively seeking a Service Desk Technician in Colorado Springs, CO for the Engineering, Development, Integration, and Sustainment (EDIS) program in support of the Enterprise Ground Services (EGS) task order service center team. The EGS Service Center team provides premier front line support to the development and operational communities of EGS. The EGS mission is to continuously deliver tactical C2 services, that when integrated with mission specific capabilities, will fully enable warfighting effects to maintain U.S. space dominance.This position is the first line of contact for support technical issues and questions; supporting local and remote users via various channels such as telephone calls, walk-up, chat, email, and online requests. Follows EGS Service Center documented policies and procedures. Identifies, diagnoses, and communicates with higher Tier personnel to resolve problems with hardware, connectivity, network infrastructure, computer systems, as well as proprietary and commercially available software utilizing technical skills, historical database records, and knowledge base documentation. May route tickets to product line, application, or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed. Maintains and updates records in the Incident Management system. This position will be supported in shifts within a 24x7x365 environment requiring flexibility in work hours.The candidates selected for these positions will:

  • Provide front line technical support and triage of inbound requests and incidents from local and remote users via walk-up, calls, chat, email, and online support
  • Provide excellent customer service to the end user as the customer facing point of contact to IT Support to supported users
  • Create and manage detailed tickets in the provided incident management system
  • Provide basic troubleshooting across a broad range of services using technical skills, standard operating procedures, historical records, and the knowledge base
  • Fulfill standard service requests
  • Accurately escalate incidents that cannot be resolved by Tier 1 to higher Tiers
  • Perform account maintenance tasks including, but not limited to, user account provisioning, unlocks, permissions, and password resets
  • Support commercial and customer specific applications and software
  • Assist with set up, installation, and configuration of hardware and software
  • Diagnose, isolate, and resolve issues with network connectivity
  • Create, edit, and update documentation, instructions, and knowledge base articles
  • Effectively determine when to escalate issues to specialist teams
  • Communicate with supervisors, peers, and end users to effectively solve issues
  • Follow all EDIS and EGS Support Center policies and proceduresRequired Education/Experience:
    • Must have a High school diploma or equivalent
    • Must have at least one year of experience in a support or help desk environment but would prefer 2-3 years of relevant work experience
    • Ability to obtain a CompTIA A+ or equivalent certification required for DoD 8570 Information Assurance Technical (IAT) Level 1 compliance
    • Must have active TS/SCI security clearance or Top Secret with SCI eligibility
    • Proven hardware/software troubleshooting experience
    • Proven experience providing effective and professional communication
    • Proven ability addressing technical issues via in-person, telephone, email, and chat
    • Demonstrated commitment to providing excellent customer service
    • Experience with common software and operating systems
    • Knowledge of IT support best practices
    • Ability to work independently and within a team environment
    • Ability to follow procedures under stressful conditions
    • Availability to work flexible hours in a 24x7x365 environmentAdditional Desired Education/Skills/Experience:
      • Associate Degree in related discipline
      • 3+ years of experience in computer hardware/software support
      • Experience with SAP
      • Already maintain an active CompTIA A+ or equivalent certification required for DoD 8570 IAT Level 1 compliance
      • Additional technical certifications such as A+, N+, MCP, MCSE, CCNA, VCA
      • Familiarity with government IT environment and administrative processes
      • Familiarity with agile practices, preferably Scaled Agile Framework (SAFe)
      • Familiarity with service desk tools, such as Atlassian Jira Service Desk or ServiceNow
      • Strong working knowledge of the latest Windows and Linux client and server operating systems, VMware data center virtualization and VDI environments, Cisco networks, Cisco unified computing systems, Palo Alto firewalls, VPN software, cloud platforms (i.e. AWS), and IE 8 and highBenefits Included: Medical, Dental, Vision, PTO, FSA, Life & AD&D Insurance, Disability Insurance, AFLAC, and 401(k)About BoecoreBoecore is a woman-owned small business focused on providing the Department of Defense with high quality Engineering and Information Technology solutions at both local and national level. Boecore is a proven leader in Software and Systems Engineering, Cyber Solutions and Specialized Mission Operations. We offer a team-based environment where each employee is able to contribute to our success and be a part of our rapid growth. Boecore employees are self-motivated individuals who are recognized and rewarded for their efforts. We offer competitive salaries, comprehensive health and welfare benefits, tuition and training reimbursement, matching 401k program, incentive bonuses and a rewarding work environment with a proven record of success for 20 years. Boecore is committed to hiring and retaining a diverse workforce.We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age 40 and over, military or veteran status, disability, or any other protected class.

Keywords: Boecore, Colorado Springs , Service Desk Technician, Professions , Colorado Springs, Colorado

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