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Sumaria Systems, Inc. PROP - Service Desk Lead in Rome, New York

PROP - Service Desk Lead

Department: Information Technology Division

Office: Rome NY/AFRL

Location: Rome , NY

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Job Title: Service Desk Lead

Job Description: Provide Customer/Help Desk support for AFRL/RI and AFRL/RIOS. Support the following requirements but not limited to the following

Responsibilities:

  • Record tickets for any customer requests or interaction with the Helpdesk Desk in the appropriate service ticket management system and facilitate transfers of service tickets between systems as necessary. Annotate problem/request, location, contact information system for customers. Provide feedback on incidents or requests whose complexity or workload magnitudes are of significant size recommend converting to projects. Track and update unresolved service tickets to facilitate service level agreements and timely feedback to users on status.

  • Communicate in a professional and courteous manner to at least three (3) simultaneous customer interactions at all times during Monday-Friday 0700-1700, Answer 90% of calls and provide the customer a ticket number when entered into ticket system.

Qualifications:

  • Update ticket status every three (3) business days. Less than 5% of [all] service tickets should be [re]opened for the same user for the same issue within 60 days. Maintain service ticket priority and categorization criteria for service tickets to be handled in an appropriate time frame. Assign and prioritize tickets within 4 business hours. Resolve 30% of all problems on the first call (one phone call, user may speak to more than one person), if required field dispatch is scheduled during first call. Verify resolution with the end user prior to closing incidents, problems, and requests. Tickets must be completed no later than next lower priority unless otherwise authorized and documented by the COR before timeline is exceeded. Priority #4 tickets shall not exceed 15 business days. Manage procedures, templates, and examples for consistent registration and identification of service tickets.

  • Operate and maintain a customer kiosk for AFNET/DREN networks for basic troubleshooting and end-user training during standard hours of operation. Manage and capture in/out processing of users within a service ticket for information systems at the AFRL/RI.

  • Facilitate user training for in-processing. Coordinate the routing System Access Authorization Requirement (SAAR) documents and other supporting documents for user in-processing to submit to Government identified system to provision computer accounts. Identify all user held information system accounts for user out-processing. Identify user de-provisioning requests for affected information systems/networks on the user-s last duty day for user out-processing. Identify current/follow-on assignment (PCA/PCS/TDY etc.) for user in/out-processing.

  • Develop, maintain and verify start of day procedures for status of identified user facing systems/services. Generate and document procedures, resolutions, work-around(s), and relevant guidance for inclusion in Knowledge Base Management system. Schedule collaborative conference calls. Create and maintain Help Desk procedures, review procedures bi-annually or as required to ensure applicability and currency. Create, manage, contribute to, and communicate procedures, processes, identified problems, known errors, workarounds, fix resolution and lessons learned for AFRL/RIOS Customer Support Collaboration Site and an AFRL/RIOS Customer Support User Site. Compile daily, weekly, and monthly Help Desk metrics. Provide support, room configuration, laptop, desktop and web access for the AFRL/RIOS Training Room. Provide immediate reaction and continuous awareness/communication of outages and degradations. Provide timely communication with customers and staff (updates, training, feedback, troubleshooting).

  • Provides support in all areas of project requirements.

Certifications Required: Security+ or higher, Windows 10; HDI-SCM; ITIL Foundation v3

Education: Bachelor-s degree, Education requirement may be waived for exceptionally qualified personnel.

Year-s Experience: 5+ years of experience

Travel: 10%

Security Clearance Required: must have an ACTIVE Secret Security Clearance

Position Type: Full Time

Work Location: Rome Research Site, Rome NY

Top salaries paid for qualified candidates.

For more information on Sumaria Systems, please visit our website at www.sumariasystems.com

Sumaria is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

Sumaria Systems, Inc. (Sumaria) is a market leader in Professional Services, Engineering, and Information Technology has been a trusted partner to U. S. Department of Defense communities for more than 30 years. With expertise to lead, insight to deliver and commitment to succeed; we staff each mission with a carefully selected team of seasoned professionals. Headquartered in Danvers, MA, with operating locations in Alabama, Colorado, Georgia, Illinois, Ohio, Oklahoma, Utah, and Virginia

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