Senior Associate IT Customer Service

Job Title: Senior Associate IT Customer Service

Job Code: 32875

Job Location: Palm Bay FL

Job Description:

This is an End User Desktop Support position that requires proficiency with Windows desktop operating systems. Primary responsibility is to be the user customer support interface dealing primarily with desktop support issues ranging from maintaining desktop systems (virtual or physical) and applications. The position will also provide support for secure and unclassified phones including setup/provisioning and troubleshooting. This position will provide ample opportunities for professional growth and to learn new technologies and develop skills.

Essential Functions:

• Responsible for day-to-day support of desktop Microsoft Windows in a closed environment virtual or physical.
• Manage assigned Tickets in IT ServiceNow at required SLA levels elevate tickets to higher level support as required.
• Direct front-end support to users first level support for desktop related items such as application issues and other IT related issues to include application voice (phone) and data access issues.
• Deliver new systems to employees remove equipment as required following the processes dictated by the security team.
• Support ongoing projects to replace or upgrade existing IT equipment as required.
• Assist with RMF and ICD503 compliance as required by security.

Qualifications:

• Bachelors Degree and a minimum of 2 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related lieu of a degree minimum of 6 years of prior related experience.
• Active US Top Secret/SCI security clearance with CI Poly.
• Security CE or any DoD 8570 IAT Level I or higher approved certification.

Preferred Additional Skills:

• Experience with Wyse Management Suite.
• Experience with Active Directory and Microsoft Exchange.
• Knowledge of basic networking concepts and working principles. Experience with Cisco Routers and Switches Network Certification a plus.
• Experience with SCCM.
• Experience supporting RedHat Centos or Ubuntu Linux.
• Excellent written and verbal communications skills.
• Experience providing direct IT Desktop support in a fast-paced environment.
• Ability to balance multiple tasks and changing priorities.

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