Service Desk 1

DAS MARCS: Service Desk 1 (804966)

Pay Rate: $20/hr on W2

This will be a second shift position 3:00 PM to 11:00 PM straight 8. Meaning they eat lunch while on duty at their workstation.

Tuesday night through Saturday night.( End of work week is Saturday night @ 11:00 PM)

May be asked to work overtime to cover other Staff at times however probably very seldom will happen.

Provides call center maintenance and documentation support to information system users and/or IT specialists (e.g. enters meta-data into repositories performs loading validation executes unit or system test scripts provides maintenance support for application software develops organizes files and maintains platform specific documentation).

Knowledge of:

(1) computers & electronics;

(2) oral & written communication tools & techniques;

(3) customer support & personal service;

(4) telecommunications (e.g. Microwave wireless fiberoptic);

(5) IT security principles & methods;

(6) Motorola MCC 7500 Radio Console;

(7) MARCS tower sites safety practices (e.g. HVAC door alarms etc);

(8) operating systems installation & configuration procedures;

(9) network standards protocols & procedures;

(10) platform usage;

(11) capabilities of network equipment including routers switches bridges & related hardware;

(12) back-up & recovery techniques;

(13) technical writing & documentation practices.

Skill for:

(14) reading comprehension;

(15) speaking;

(16) service orientation;

(17) installation;

(18) troubleshooting;

(19) critical thinking;

(20) systems evaluation & operational / systems monitoring.

Ability to:

(21) transport items up to 50 lbs;

(22) operate help desk software (e.g. Service Now Salesforce & Remedy Cisco Finesse Jabber (for call center) IRIS Powershell Genesis UEM Grafana MS Office 365 apps.

(23) carry out instructions in written oral or picture form;

(24) understand manuals & verbal instructions technical in nature;

(25) stay abreast of current technologies in area of IT assigned;

(26) deal with problems involving several variables in familiar context

Skill

Experience in Help Desk Software (e.g. Service Now & Remedy IRIS Powershell Genesis UEM Grafana)

Capable of High Level Documentation and Attention to Detail in Service Now / Ticketing solution.

Service orientation; Installation; Troubleshooting; Critical thinking; Systems Evaluation & Operational / Systems Monitoring.