Service Desk Leader
I'm seeking a SC Cleared Help Desk Technician-user facing equipment: for a contract in Italy.
We need a candidate that has experience in implementing ITIL - modules, workflows and had processes for certification in IT Service Management.
MAIN DUTIES & RESPONSIBILITIES
Assist in planning and lead execution of the project to align most user-facing equipment to a common
software baseline with centralized management.
Provide specialized assistance in the definition of the new application and technical 1st level support framework. Work with Subject Matter Experts to identify issues and requirements requiring special treatment.
Develop operational procedures and reporting templates to ensure monitoring of first-level support activities and ongoing issues.
Utilize Help Desk Software to manage technical inventory (hardware/software) and identify/implement the changes to be implemented by the new way of working.
Utilize help desk ticketing system and be responsible for ticket life cycle from open to close stage, for all changes falling in the scope of the alignment project.
Monitor/Manage customer service requests arising from the centralization project, and escalate high-level issues to appropriate support groups. Work with help desk technicians and technically guide the alignment activities to provide continuity of help desk service while introducing the required changes.
BASIC JOB QUALIFICATIONS
Proven at least 5 years of experience as Helpdesk leading technician or similar position.
Working experience with administration of Windows 2008/2012 servers and Windows 7 clients.
Working experience with administration of Linux RHEL 6/7 servers and Linux RHEL/Ubuntu clients.
Working experience with administration of Win server roles: Active Directory, DNS, DHCP, Print service,
KMS, RADIUS, CA and WSUS.
Working experience with administration of: LDAP, SELx, Repos, Bash, IPA authentication. Working experience with ticketing software BMC TrackIt.
Advanced knowledge of TCP/IP and basic knowledge of IP/Telephone.
Excellent technical troubleshooting skills.
PREFERRED JOB QUALIFICATIONS;
Certification: MCSA servers or higher, RHCE or higher.
Experience in the definition of software baselines and configuration management. Experience in the application of security settings (e.g. using Active Directory and Centrify).
Ability to gather information from monitoring tools and analyze problems and application performance
Have the ability to work independently in all phases of systems analysis activities and implementation. Effective prioritization and time management.