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DAS MARCS: Service Desk 1

United Software Group

Columbus, OH • On-site

Other

Posted 25 days ago

Job description

Job Title

Provides call center, maintenance, and documentation support to information system users and/or IT specialists (e.g., enters meta-data into repositories, performs loading validation, executes unit or system test scripts, provides maintenance support for application software, develops, organizes, files, and maintains platform specific documentation).

Knowledge of: (1) computers & electronics; (2) oral & written communication tools & techniques; (3) customer support & personal service; (4) telecommunications (e.g., Microwave, wireless, fiberoptic); (5) IT security principles & methods; (6) Motorola MCC 7500 Radio Console; (7) MARCS tower sites safety practices (e.g., HVAC, door alarms, etc); (8) operating systems installation & configuration procedures; (9) network standards, protocols & procedures; (10) platform usage; (11) capabilities of network equipment including, routers, switches, bridges, & related hardware; (12) back-up & recovery techniques; (13) technical writing & documentation practices.

Skill for: (14) reading comprehension; (15) speaking; (16) service orientation; (17) installation; (18) troubleshooting; (19) critical thinking; (20) systems evaluation & operational / systems monitoring.

Ability to: (21) transport items up to 50 lbs; (22) operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps. (23) carry out instructions in written, oral or picture form; (24) understand manuals & verbal instructions technical in nature; (25) stay abreast of current technologies in area of IT assigned; (26) deal with problems involving several variables in familiar context

Required/Desired Skills

Skill - Required /Desired - Amount - of Experience

Experience in Help Desk Software (e.g., Service Now & Remedy, IRIS, Powershell, Genesis, UEM, Grafana) - Required - 5 - Years

Capable of High Level Documentation and Attention to Detail in Service Now / Ticketing solution. - Required - 3 - Years

Service orientation; Installation; Troubleshooting; Critical thinking; Systems Evaluation & Operational / Systems Monitoring. - Required - 5 - Years

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