APL is seeking a Service Desk ITSM Software Administrator to support end-users on a variety of software and technical related issues, and to provide sustainable solutions by working with engineering/development staff.
Requirements
- Have knowledge of Linux and Windows operating systems
- Have at least 4 years ' experience with IT Service Management tools
- Have experience with identifying security related issues such as malware or vulnerabilities
- Have software experience with Desktop remote control tools
- Hold certifications: RHSA, Linux+, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Dell Certified Enterprise Engineer (DCEE), ITIL
- Have working knowledge of or demonstrate ability and willingness to train on our Cherwell CSM service management software
- Have the ability to independently analyze and resolve technical issues in hardware, software and networking for users
Responsibilities
- lead and coordinate IT ticketing system queues for the service desk including scheduling and ticket queue assignments
- Collaborate with other Queue Coordinators to resolve ticket transition issues or improve the customer experience
- Research, analyze, and diagnose problems with client systems including workstations, servers, peripheral equipment, networks, software, and storage
- Actively develop improvement initiatives and solutions to enhance documentation and improve processes
- Manage server upgrades and improvements
- Monitor processes to ensure standard operating procedures are followed and that corresponding service tickets are addressed within identified SLA(s)
- assist with first call resolution for all technical issues
Other
- Have a Bachelor's degree in relevant field, or equivalent combination of education and relevant IT experience
- Are highly motivated and have strong customer focus with the ability to collaborate with all levels of staff and management
- Are willing to work a significant portion of the time in a closed area
- Have or are able to obtain an IAT Level II Certification including though not limited to Security+ CE Certification within 6 months of hire
- Are able to obtain an Interim Secret level security clearance by your start date and can ultimately obtain a Top Secret level clearance
