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Irving, Texas - USD Full Time Posted: Saturday, 12 August 2017
Job Description

Position Description:

Northrop Grumman is looking for a Service Desk Technician to support the DSS-ITSS program's IT Service Desk. This position is located in Irving, TX.

The Service Desk (SD) Technician will serve as the single point of contact for DSS enterprise IT-related support. The SD receives services requests through all accessible communication channels and utilizes an enterprise ticket management system (Remedy) to track and monitor service requests. The SD is responsible for responding to prioritizing and coordinating resolution of service requests with technicians located across a geographically distributed network infrastructure.

A successful candidate will possess and apply a comprehensive knowledge across key tasks and high impact assignments. Plan and lead major technology assignments. Evaluate performance results and recommends major changes affecting short-term project growth and success. Function as a technical expert across multiple project assignments and supervise others.


Update and maintain the SOPs for the DSS Service Desk.

Operate and maintain the Service Desk.

Provide a first point of contact helpdesk for all service requests.

Provide timely service request acknowledgement, problem identification, escalation, resolution and closure for all service requests. Response to service requests shall be based on prioritization level and service level agreements (eg, VIP, Mission Impact, etc.).

Provide status of service requests for users via self-accessible portal or through direct communication.

Provide end-user account administration services (add/change/remove) and password resets.

Provide desk side support to resolve customer service requests.

Coordinate escalation of service requests to third parties, such as hardware and software suppliers, other third-party contractors, and other DSS internal technical support.

Document and track call metrics, service request/resolutions, and analyze trends to implement measures that prevent recurring problems and improve customer satisfaction.

Provide situational awareness throughout DSS on IT-related issues impacting the enterprise.

Recommend and implement technical and/or management capabilities that improve the SD's operational effectiveness.

Provide and continually enhance a self-service capability for users to resolve issues.

Provide the Government TPOC with a weekly status report on all call and service metrics.

Provide customer service satisfaction measurements (eg, surveys)

Provide training and knowledge transfer as required.

Maintain call-in responsibility in the event of building closure.

Basic Qualifications:

AA or other 2 year technical degree in related discipline and 3 years of related experience or five years of related experience in lieu of a degree

Basic understanding of computer systems, mobile devices and other technology products

Excellent Customer Service skills and verbal and written communication skills

Ability to quickly assess the user's situation, resolve, capture and document details during the call to facilitate issue escalation, tracking, and reporting.

Experience working as a member of a team with the ability to share knowledge and help colleagues for the overall benefit of the service

Ability to effectively communicate cross-organizationally with a team that includes DoD military personnel, civilians and contractors.

Must have CompTIA Security+ or equivalent certification.

Must possess active/current TS clearance (SCI eligible)

Preferred Qualifications:

Experience using Remedy BMC and Microsoft Sharepoint

Experience with DSS or the DoD Security Community

Twenty Bridge is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Irving, Texas, United States of America
Twenty Bridge Staffing
Twenty Bridge Staffing
8/12/2017 4:40:30 PM

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