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Enterprise Service Desk Specialist II

  • Full Time, onsite
  • Dynamic Solutions Technology Llc
  • On Site, United States of America
Salary undisclosed

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Job Description

Job Description

Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Enterprise Service Desk Specialist II to support DoD customer based in the DMV. This is an exempt REMOTE position.

---------- ACTIVE SECRET CLEARANCE REQUIRED ---------

Responsibilities:

  • Provide highly technical Tier 2 expertise in enterprise systems and cloud systems (ie M365, AWS, Google platforms)
  • Lead Incident / Problem / Change / Service Request / Knowledge Management best-practices and methodologies
  • Ensuring that a structured approach to service management is developed to integrate Service Catalog Management, Incident/Problem Management, Configuration Management, and Change Management into a comprehensive solution that facilitates Business and IT strategies
  • Serve as a thought leader in applying organizational change management principles to streamline processes and ensure services are performed within the program plan
  • Build, map, and present Service Level Management metrics, dashboards, and reporting
  • Conduct gap analysis from global baseline processes, specifically on nuances such as categorization, prioritization, diagnosis, investigation, resolution, restoration, recovery and closing of records
  • Create or maintain process documents, inclusive of workflows and visual representations of technical architecture
  • Develop and lead full-scale project plans including workflows, member responsibilities, and associated communications documents

Qualifications Requirements:

  • Active Secret security clearance required
  • Minimum an Associate's Degree in computer engineering, computer science, cybersecurity, software engineering, or information technology

Experience and Skills:

  • 8 - 10 years of experience managing an enterprise help desk and utilizing IT Service Management tools
  • Five (5) years of experience At least three years of providing help desk support of networks, web applications, software, and hardware in a Windows operating system environment
  • Excellent oral and written skills
  • Excellent critical thinking skills
  • Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook
  • Ability to work independently and as a team member
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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