Helpdesk Specialist

• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage.
• Experience meeting service level goals and targets.
• Experience in IT customer service including two (4) years of IT ticketing system experience and one (1) year of experience in helpdesk consolidations or ITSM upgrades.
• Experience in utilization of Remedy and/or ServiceNow SLA reporting functionality.
• Experience with Automated Call Distribution systems for call center management and metrics collection.

• Experience briefing government customers and leadership on service desk metrics and performance.

• This position requires an active DoD Clearance (Secret, Top Secret, Top Secret/SCI) or the ability to be obtain an (Interim Secret, Interim Top Secret)
• Because an active or interim DoD clearance is required, U.S. Citizenship is required

o Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)