Senior Service Desk Specialist

Company: Enterprise Information Services
Location: Fort Bragg
Posted on: March 18, 2023

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