Skip to Main Content

Enterprise Service Desk Specialist - 935-14

World IT Solutions New Orleans, LA

  • Salary $23 Hourly
  • Benefits Offered Vision, Medical, Life Insurance, 401k, Dental
  • Employment Type Full-Time

We are seeking an Enterprise Service Desk Specialist to join our team in New Orleans, LA.

  • Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request and incident records) and provide staffing resources to maintain adequate coverage for 24/7 operations.
  • Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with USMC ITSM processes and procedures.
  • Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations.
  • Monitor network status and availability, utilizing USMC tools, to remain informed on pending incidents to provide proactive support.
  • Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
  • Maintain accurate documentation of all transactions within the MCCOG SvD, using the USMC Incident Management (IM) tool, as well as related support team documented procedures, such as the MCCOG SvD Operations manual.
  • Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to MCCOG SvD operations.
  • Update the knowledge base of USMC applications, systems, or program interrelationships, to assist with resolution of tickets.
  • Execute the USMC ITSM processes directly related to MCCOG SvD activities.
  • Provide Tier I services, in accordance with the USMC policy, processes and procedures.
  • Provide remote desktop support for user-facing services, as required.
  • Publish outage notifications, as directed by MCCOG SvD Manager.
  • Staff the MCCOG SvD to respond to customers’ requests to resolve tickets, ensuring technology support and TT resolution are achieved within specified guidelines and in accordance with Service Level Targets (SLT).
  • Serve as a point of contact (POC) between the customer and the MCEN SvD for receiving Service Requests, and assist with troubleshooting of hardware and software.
  • Log the Request/Incident into the trouble ticket system (BMC Remedy) and provide first line investigation, diagnosis, and response, to include resolution, if possible.
  • Create Trouble Tickets and refer Incidents beyond Tier I capability in accordance with established call escalation processes.


  • Active DoD Security clearance required.
  • Must be willing and able to pass a background check and drug screening.
  • Three (3) years of customer service experience shall include two (2) years of IT ticketing system experience.
  • Certified in accordance with DoD 8570.01-M Information Assurance Technician (IAT) Level II (One of the following required: CCNA Security, CySA+, GICSP, GSEC, Security+ CE, or SSCP).
  • High school Diploma or General Equivalency Diploma (GED).

World IT Solutions

Why Work Here?

At WITS, We Initiate Tomorrow’s Success by providing resources to ensure our employees are successful in their careers.

Are you looking for a Company that values the success of its employees? If so, World IT Solutions (WITS) is for you! We know how important it is to keep up to date on all training and certifications. We offer our employees free online training and certificate testing reimbursement. Benefits At World IT Solutions we connect you with outstanding government and corporate positions that are excellent career opportunities. We were founded by former US Navy officers and we are dedicated to supporting military troops and providing jobs for qualified soldiers. Along with excellent benefits and competitive pay, we also provide free technical training and certification reimbursement for A+, Network+, Security+ and other applicable certifications. Other benefits include: Medical, Dental and Vision Life / Accident Insurance 401(k) matching Certification reimbursement Referral bonus World IT Solutions, LLC is a full-service consulting firm that specializes in information technology and telecommunications. We provide professional IT and design consulting services as well as engineers and operations specialists to meet military, government and corporate demands worldwide. We continue to fulfill urgent customer demands by providing cleared personnel across the globe. Learn more at: Expand your horizons! APPLY TODAY!


New Orleans, LA


Posted: over a month ago