Enterprise Service Desk - Senior (SECRET CLEARANCE REQUIRED*******)

Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request and incident records) and provide staffing resources to maintain adequate coverage for 24/7 operations. Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with USMC ITSM processes and procedures. Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing USMC tools, to remain informed on pending incidents to provide proactive support. Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support. Maintain accurate documentation of all transactions within the MCCOG SvD, using the USMC Incident Management (IM) tool, as well as related support team documented procedures, such as the MCCOG SvD Operations manual. Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to MCCOG SvD operations. Update the knowledge base of USMC applications, systems, or program interrelationships, to assist with resolution of tickets. Execute the USMC ITSM processes directly related to MCCOG SvD activitie

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