OVERVIEW:
Service Desk Technician (Senior) is responsible for the follow-up, communication, routing, and resolution of escalated tickets submitted by the Junior and Mid-level Service Desk Technicians.
GENERAL DUTIES:
- Monitor service delivery channels and collect performance data.
- Assist with the specification, development, research and evaluation of services standards.
- Apply these standards to resolve or escalate issues and give technical briefings to staff members.
- Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
- Specify, agree and apply standards.
- Ensure that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
- Draft and maintain policy, standards and procedures for the customer service or service desk functions.
- Ensure that the service catalog is complete and current
- Maintain up-to-date knowledge of current and emerging technologies.
- Implement best practices for systems over which FSB is responsible, following guidance provided by Administrators and Engineers.
- Provide reporting for systems over which this position has been designated responsible.
- Carry out defined tasks as established by Administrators and Engineers.
- Perform escalated troubleshooting, diagnosis, and resolution of outages and other problems with web servers, application servers, and database servers utilizing existing documentation, knowledge base articles, or guidance from Subject Matter Experts (SME).
REQUIRED QUALIFICATIONS:
- DoD 8570 A+ Certification (minimum)
- Education, training, or professional experience working with various Information Technology Platforms with increasing levels of responsibility
- 3+ Years Experience working on or managing a service desk
CLEARANCE:
