Service Desk Manager
Empower AI
ServiceNow
Help Desk Technician
NOVA Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Provide IT Service Desk support at customer locations in Boulder, Colorado, or Washington, D.C.
- Onsite resolution of Tier 2 and Tier 3 duties and response.
- Provide Tier 2 IT Service Desk support and escalate Tier 3 requests to appropriate support personnel.
- Support end users on a variety of issues; identify, research, and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track, and monitor problems to ensure timely resolution.
- Coordinate with other IT departments for hardware and software procurement and with NTIA designees.
- Train end-users on new enterprise systems and applications.
- Other duties as assigned.
Requirements
- Active DoD Secret clearance required!
- Desired certifications in ITIL4 Foundations, Security+, or similar certification.
- Minimum AS/AA degree (or equivalent).
- Minimum 3 years of experience in a related field.
- Systems Tools Familiarity: Jira, ServiceNow, SharePoint, CloudFlare, GitHub, Salesforce.
- Experience working with DOC or similar federal agencies.
- Written and verbal communications skills, including drafting technical documents.
- Position contingent upon contract award.
