Sevatec Inc.

End User Support / Help Desk Engineer - Tier III

Job Locations US-DC-Washington
Posted Date 2 weeks ago(2/5/2018 11:45 AM)
Job ID
2018-1300
# of Openings
1
Category
Information Technology

Overview

Do you want to work for a collaborative, innovative company?  Sevatec, Inc. is seeking a dynamic Tier III Help Desk Engineer to support our Federal Government client on a mission critical project that enhance national security for all Americans. 

 

Responsibilities

  • Serve in an admin role implementing IT security policy and processes (e.g. Tenable and Security Center)
  • Must be able to respond, open and close tickets in an incident tracking system (e.g. ServiceNOW)
  • Address Tier III incidences related to PKI, Mainframe, and Xceedium
  • Update Knowledge Base Articles to ensure Tier II ticket resolution
  • Execute test plans and report results
  • Demonstrate problem-solving skills related to Windows, Linux, Mac, PIV, and authentication services
  • May maintain responsibility for development, maintenance and integrity of service desk software
  • Has overall responsibility for IT service desk operations associated with the identification, prioritization and resolution of reported problems

Qualifications

  • Experience providing Tier III support in the areas of PKI, PAM, Infrastructure Support, and Applications Software Support.
  • Ensures that all phases of service desk support are properly coordinated, monitored, logged, tracked and resolved appropriately.
  • Ability to learn and appreciate the USCIS missions, organization, objectives, lines of authority to effectively communicate system needs and priorities.
  • Extensive background in installing, servicing and maintaining Microsoft operating systems and Microsoft applications. Should be able to perform at the expert level in support of these systems and applications. 
  • Ability to troubleshoot and address problems related to systems.
  • Ability and skill to effectively support and communicate with users. Should be able to demonstrate accomplishments in this area.
  • Ability to analyze and plan workload schedules, and set priorities. Ability to multi-task workload.

Security Clearance: Must be a US Citizen and able to obtain a Government Agency clearance.

 

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