Senior Service Desk Specialist
Company: Enterprise Information Services
Location: Fort Bragg
Posted on: March 18, 2023
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Job Description:
Security Clearance required: TS/SCI Cognosante is on a mission
to transform our country's healthcare and national security
systems. With our health and security-focused solutions, we help
public sector organizations achieve the important task of providing
the best possible public services to American Citizens. From
Enterprise IT, Data Science, and Security Services, to full-scale
Consumer Engagement and Interoperability solutions, we are moving
government services forward with transformation and innovation.
Learn how we are making a difference in people's lives today! Job
Description Cognosante is seeking to fill 'Senior Service Desk
Specialist' positions for the Department of Defense to support an
Enterprise-wide IT contract for the US Army military intelligence
community. The candidate will serve as a Senior Service Desk
Specialist ensuring availability and responsiveness of Tier 1
support for Army INSCOM-supported end-users, providing Tier 2
support, and in coordinating problem escalation and resolution by
Tier 3 support services when necessary. Responsible for ensuring
tracking trouble tickets are properly created, tracked, and
monitored from identification to resolution, and that metrics are
reported to leadership as required. Key Responsibilities * Oversees
Tier 1 support responsiveness and resolution of end-user reported
issues. * Handles problems that the Tier 1 Service Desk is unable
to resolve by providing Tier 2 support to end-users for PC, server,
mainframe applications, and hardware. * May interact with network
services, software systems engineering, and/or applications
development to restore service and/or identify and correct core
problem. * Simulates or recreates user problems to resolve
operating difficulties. * Recommends systems modifications to
reduce user problems. * Maintains currency and highest level of
technical skill in field of expertise. Required Qualifications *
Active TS/SCI security clearance. * Associate's Degree in Computer
Networking/Engineering or related field. * Minimum of 3 years of
IT-related experience. * Able to work rotating shifts. * CompTIA
Security+ CE certification. * Experience with ServiceNow, Remedy,
or other Ticketing systems. * Knowledge of basic networking
concepts and protocols. * Ability to work well with all teammates
in a fast-paced environment. * Proven hardware/software
troubleshooting experience. * Able to solve technical issues via
telephone, email, and chat. * Demonstrated commitment and ability
to provide excellent customer service. * Communication skills to
effectively interface with military officials and managers.
Candidates that do not meet the required qualifications will not be
considered. Preferred Qualifications * Bachelors degree in a
technology-related field * Experience with account administration
and password resets in a Microsoft Active Directory Environment.
Compensation $33.73 - $53.97 The pay range for this job is
determined by various factors, including but not necessarily
limited to location, responsibilities of the job, and alignment
with market data. When determining a salary for this role, the
following factors may will be taken into consideration -
contract-specific affordability, education, knowledge, skills,
competencies and experience. The estimate displayed represents the
salary range for this position and is just one component of
Cognosante's total compensation package for employees and is not
necessarily reflective of actual compensation that may be earned,
nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based
immigration benefits for this position. Like many other growing
companies, Cognosante has been targeted by scammers attempting to
make fraudulent job offers to potential candidates. Communication
from Cognosante recruiting will only be sent with an official
corporate domain email (e.g., @cognosante.com or @accurate.com) and
not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We
will never request payment from you, nor will we send payment to
you, prior to your start date. If you have been asked to send or
receive any payment, or if you have any doubt about whether you
have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com. Thank you. Cognosante is an Equal
Opportunity/Affirmative Action employer. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, sexual orientation, gender identity, national
origin, disability, or veteran status, or any other protected
class.
Keywords: Enterprise Information Services, Fayetteville , Senior Service Desk Specialist, Other , Fort Bragg, North Carolina
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