EOC/Service Desk Agent

EOC/Service Desk Agent

Requirements

• 0-3 years of IT experience
• Experience with Infrastructure and application support experience using Remedy or other ticketing and incident management systems
• Familiarity and practical application of advanced principles of ITIL/ITSM
• Excellent written and communication skills required; excellent customer service aptitude
• Ability to present to executive management incident debriefs and root cause analysis reports
• Must be available for on-call support as required
• Can plan and prioritize work, both their own and that of project team
• Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to details
• Comfortable working both individually and as part of a team
• Prepared to challenge ideas within a group in a constructive way
• Ability to influence others and move a proposal effort toward a common vision or goal
• Ability to communicate clearly and efficiently to team members and clients, verbally and in writing
• Able to present ideas in a variety of ways depending upon audience and context
• Excellent active listening skills
• Strong interpersonal skills with the ability to interact effectively with all levels of personnel, elected officials, executive leadership, senior management, users, vendors and subcontractor personnel
• Natural inclination for planning strategy and tactics
• Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented
• Able to drive things forward regardless of personal interest in the task
• Willing to work shift duties
• Must be a U.S. Citizen
• Must be able to obtain Public Trust clearance

Responsibilities

• Manage, track, report, process and assign tickets daily
• Responsible for opening, tracking and closing tickets
• Perform proactive network and systems monitoring
• Assist in restoring service when outages occur
• Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA)
• Define and classify level, priority and nature of problem, request and/or issue
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests
• Actively manage incident tickets and provide status updates on each ticket per SLA
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue
• Ability to craft technical and professionally written outage notifications and updates to incident stakeholders
• Conduct continuous improvement service desk support and update knowledge base as required
• Perform systems administration troubleshooting and support
• Work in shift duties which includes 1st, 2nd, 3rd and swing shift

Preferred Qualifications

• Experience with Linux Operating Systems
• Experience with Network and Server monitoring tools
• Experience supporting federal projects