Service Desk Support - Mid

Service Desk Support- Mid

This role contributes to a thrilling mission at the FBI's CJIS, offering candidates the chance to learn from top industry professionals and develop valuable skills and expertise that can be beneficial across various fields.

The team at the FBI's CJIS includes both government employees and contract staff from various companies. This blend fosters collaboration and innovation, as each member brings unique perspectives and experiences to the table.

This position is unique because it allows you to work on a dynamic team engaged in high-visibility projects. You'll have the chance to learn from top professionals in the industry, enhancing your personal and professional growth.

If the candidate accepts this position, they will acquire skills in the Scaled Agile Framework (SAFe), specifically tailored for a large government organization.

Provide on-site/on-duty monitoring 24x7x365 services.

• Manage and lead the IT service desk team.
• Ensure timely resolution of IT issues and requests.
• Monitor and report on service desk performance metrics.
• Develop and implement service desk policies and procedures.
• Provide training and support to service desk staff.
• Collaborate with other IT teams to resolve complex issues.
• Facilitate communication and escalation processes within the IT department.
• Maintain up-to-date knowledge of IT support best practices.
• Perform customer service activities via telephone or email to include customer troubleshooting and direct customer engagement.
• Provide Help Desk ticket resolution.
• Staff day/afternoon/midnight shifts.
• Customer service activities via telephone, Teams channels, or email to include customer troubleshooting and direct customer engagement.
• Troubleshooting customer issues to identify and resolve root cause.
• Engaging Tier Two and Tier Three as needed.
• Perform issue resolution and standard operating procedure management.

Education: Bachelor's degree in computer science, management information systems or related discipline or two to three years of relevant experience preferred.

Experience with SAFe Agile framework.

Initially this role requires an individual that can take responsibility and work well by themselves. Familiarity with enterprise IT Service Management tools and technical expertise/background in Windows, Linux and Cloud-based technologies including AWS. Experience with Jira and Confluence for Service Desk ticket management. Train/mentor all team members on best practices in call handling and incident documentation.

CompTIA Hardware A+ preferred

Mon-Fri (8:00am-4:30pm)

Location: Clarksburg, WV

US Citizenship is required.

Current Top Secret Clearance is required.

Ideal Innovations, Inc. is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Ideal Innovations, Inc. is a VEVRAA Federal Contractor.