POSITION: Service Desk Technician Mid
LOCATION: Facilities Systems Branch (FSB), Marine Corps Information Technology Center (MCITC) – Kansas City 2306 East Bannister Road, Kansas City, Missouri 64131
STATUS: Contingent on Contract Award
CLEARANCE: Active Secret Clearance Required
Cask is a leading Management Consulting firm specializing in delivering business and technical expertise to clients across commercial and government markets. Join the many happy employees at Cask! We have been named a top 5 firm to work for by Consulting Magazine for 5 of the past 6 years.
Position Summary:
The FSB Service Desk Technician (Mid) is responsible for the triage, follow up, communication, routing, and escalation of all tickets escalated by Junior Service Desk Technicians.
Responsibilities:
- Act as the routine contact point, receiving and handling escalated requests for support.
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
- Provide second line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Assist with the development of standards, and apply the standards to track, monitor, report, resolve or escalate issues.
- Contributes to creation of support documentation.
· Maintain up-to-date knowledge of current and emerging technologies.
· Implement best practices for systems over which this position has been designated responsible, following guidance provided by FSB Administrators and Engineers.
· Provide reporting for systems over which this position has been designated responsible.
· Carry out defined tasks as established by FSB Administrators and Engineers.
· Perform 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).
Experience:
· 2+ Years’ Experience working on a service desk
Education, Experience, and Licensing Requirements:
• BS in Computer Science, IT, IS, or equivalent area of technical study plus (6) years of experience
• DoD Secret Clearance
• US Citizenship
Cask is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.