Service Desk Technician

Job Description

Job Description

Job Specific Details and Tasks:Support and respond to tickets for ongoing complex Service Desk/System Engineering activities using ServiceNow for supporting the DFC IT infrastructure and Mobile devices.Work with clients directly to support and resolve ticket items and system engineering infrastructure issues.Maintain updates and actions on open assigned tickets and system engineering issues; provide regular tracking and summary inputs to the Service Area Manager as needed.Work extensively directly with DFC clients on improving ServiceNow automation/system engineering processes and procedures based on ITIL processes, addressing client concerns and issues.Support HQ office VIPs, support and insure their access and operation of IT system infrastructure facilities such as servers, custom/specialized financial applications, VPN and Wifi, and Service Desk ticket resolution access.Other duties as assigned.***ONSITE IN DC***Required Experience:5-6 years of Service Desk/Systems Engineering Support and leadership in an automated setting; ServiceNow preferred. Both ticket management, system engineering analyst and technical troubleshooting skils required.Experience developing and managing ITIL process-based asset management in the system engineering process improvement environment and use of an automated ticketing system such as ServiceNow for a remote VIP office client based IT problem ticket/system issues resolutionExtensive VIP support at Level II for client activities within requiring system engineering analysis within the IT infrastructure and resolution of basic and advanced Service Desk tickets.Proactive VIP client interface experience and deliverable documentation developmentStaff interface and asset coordination experienceExperience supporting DFC or similar IT organization preferredStrong customer asset support skillsStrong written and verbal communications skillsKnowledge of the ServiceNow ticketing systemExperience with ITIL best practicesKnowledge working with and supporting the following products and tools:Manage and maintain the overall IT infrastructure at the system engineering and day-to-day trouble ticket resolution levelsExposure and understanding of network tools and techniques such as switches, VPNs, routhers and releated WiFi connectivityMicrosoft ExchangeAnti-Virus Software (i.e., Microsoft System Center Endpoint Protection)Microsoft Distributed File System (DFS)Enterprise Mobile Devices (i.e., Apple and Android Devices)Mobile phone management tools/MDM (i.e., InTune)Mobile Device startup and client configuration/Apple iPhone experinece preferredDesktop and Tablet image development, control and deployment; tracking and deploying/troubleshooting system upgradesMicrosoft Active Directory (AD)Microsoft Domain Name Services (DNS)Microsoft Dynamic Host Configuration Protocol (DHCP)Smart Card AuthenticationVirtual Private Network (VPN)/WIFI support for remote and in-office clientsEnterprise Full Disk Encryption (i.e., Checkpoint Full Disk Encryption or similar)Enterprise Communication Services (i.e., TEAMs for Business)Microsoft SharePoint end-users supportMicrosoft Windows 10. 11VPN and PIN Card TroubleshootingInternet -based VOIP desk phone systems, troubleshooting and system upgradesTEAMs-based phone systemsBitLocker or other user authentication toolAdobeAsset Management tools and techniques for large infrastructure environmentsSecure email Transmission facility (i.e, Accellion or similar)Outlook Email archive managementNetwork Printers and office server reset/update supportMicrosoft Office productsTicketing and Asset Management System (i.e., ServiceNow)Knowledge Base resource and video guide training planning and developmentVideo Conferencing Support (i.e., VTC)General Desktop and Mobile Device System (InTune) AdministrationSpecialized DFC agency inhouse infrastructure system tools/features/application trouble ticket support and troubleshooting Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.