Service Desk Technician

• Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices.
• Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.
• Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.
• Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.
• Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.
• Other duties as assigned.

• 5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting; ServiceNow preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required.
• Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as ServiceNow for a remote VIP office client based IT problem ticket/system issues resolution
• Extensive VIP support at Level II for client activities within requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets.
• Proactive VIP client interface experience and deliverable documentation development
• Staff interface and asset coordination experience
• Experience supporting DFC or similar IT organization preferred
• Strong customer asset support skills
• Strong written and verbal communications skills
• Knowledge of the ServiceNow ticketing system
• Experience with ITIL best practices
• Knowledge working with and supporting the following products and tools:

Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levels

Exposure and understanding of network tools and techniques such as switches, VPNs, routhers and releated WiFi connectivity

Microsoft Exchange

Anti-Virus Software (i.e., Microsoft System Center Endpoint Protection)

Microsoft Distributed File System (DFS)

Enterprise Mobile Devices (i.e., Apple and Android Devices)

Mobile phone management tools/MDM (i.e., InTune)

Mobile Device startup and client configuration/Apple iPhone experinece preferred

Desktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgrades

Microsoft Active Directory (AD)

Microsoft Domain Name Services (DNS)

Microsoft Dynamic Host Configuration Protocol (DHCP)

Smart Card Authentication

Virtual Private Network (VPN)/WIFI support for remote and in-office clients

Enterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)

Enterprise Communication Services (i.e., TEAMs for Business)

Microsoft SharePoint end-users support

Microsoft Windows 10. 11

VPN and PIN Card Troubleshooting

Internet-based VOIP desk phone systems, troubleshooting and system upgrades

TEAMs-based phone systems

BitLocker or other user authentication tool

Adobe

Asset Management tools and techniques for large infrastructure environments

Secure email Transmission facility (i.e, Accellion or similar)

Outlook Email archive management

Network Printers and office server reset/update support

Microsoft Office products

Ticketing and Asset Management System (i.e., ServiceNow)

Knowledge Base resource and video guide training planning and development

Video Conferencing Support (i.e., VTC)

General Desktop and Mobile Device System (InTune) Administration

Specialized DFC agency inhouse infrastructure system tools/features/application trouble ticket support and troubleshooting