ServiceNow Helpdesk Technician Remote
ServiceNow Helpdesk Technician Remote
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position: MidLevel Tier II ServiceNow Helpdesk Technician Remote
Start Date: Asap
Clearance: US Citizen; UNCLAS eligibility for a DoD SECRET
Hours: 8:00 am 5:00 pm Monday Friday except Government Holidays
Years of Experience: 37
Education/Certification Requirements: BS Management Information Systems of Related Technical Degree. ServiceNow Certified System Administrator is a plus. CompTIA Security is required (or must be eligible to obtain within 90 days).
Position Summary:
Provide ServiceNow incident management and problem resolution coverage to maximize system availability and minimize response time to users. Critical support is also required to assist with issues impacting high priority requirements. The DISA Global Service Desk will serve as the inject point for all tickets. Tier II will be the 24/7 escalation point for Tier III call out. Tier II must respond to priority level tickets based on the chart below. Core business hours are defined asduring weekdays. Tier II must be available to respond to and resolve priority 1 and potentially priority 2 user issues.
Position Requirements:
- Must have 3 years in ServiceNow Platforms.
- Must have good communications skills to communicate with customers senior staff members and executives.
- Maintain an Incident Work Log by using DISA approved ticket management system.
- All trouble calls shall be logged and tracked through resolution. Upon notification of incidents the contractor shall respond within 15 minutes to update actions and mark the ticket status to In Progress. All priority 2 tickets shall be updated hourly unless otherwise marked deferred or referred. All other tickets shall require twohour updates unless otherwise marked deferred or referred. Once the issue is resolved immediate updates to the ticket shall be made and an AfterAction Report shall be provided.
- Manage customer accounts (adding/deleting/changing).
- Maintain configuration files.
- Provide application support to address and resolve user issues and concerns.
- Identify and resolve systemic incidents not resolved at the 1st Tier level
- Create written mitigation Standard Operating Procedures (SOPs) for both 2nd Tier and 3rd Tier levels to use to resolve/mitigate known errors. Create frequently asked questions (FAQ) to document and store this information.
- Establish/maintain Master Server List and provide 2nd Tier callin rosters.
- Backup/Recover customer and application related files.
- Provide vehicle for notification of outages and or service interruption.
Our Company Overview
Business Computers Management Consulting Group LLC (BCMC) is a small business specializing in Information Technology (IT) Cybersecurity Information Assurance (IA) SOA Big Data Management Program Management and more for Federal State and Local agencies. We possess highly skilled engineers providing innovative solutions backed by strong past performances. We are ISO 9001:2015 ISO 27001::2018 and CMMI L3 certified and registered promising highest quality and services to all of our clients.
Benefits
Extremely competitive salary
95 employer paid for employee medical dental & vision coverages
100 employer paid for employee life STD & LTD disability coverages
401k with company match and profit sharing
Flexible Spending Account (FSA) for dependent & health care
11 standard holidays & 3 weeks of annual leave
Required Experience:
Manager
Employment Type
Full-Time
