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Service Desk Specialist

The Service Desk Specialist supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. MDA’s Enterprise Service Desk is the primary point of contact for all MDA users requiring IT services. The Service Desk operates as a virtual service desk with team members located in Colorado Springs, CO and Huntsville, AL providing 24x7 support to customer all over the world. The common tasks performed by the Service Desk are user call processing, incident management, service request management, account management and escalation of incidents and problems to other IT functional teams. The Service Desk also participates in asset management, change management, and release management. The Service Desk Specialist will gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed. Representative technical certifications at this level may include ITILv3, HDI, Microsoft A+ and Network+. This position will be required to work extended and/or non-prime hours, including holidays, and weekends. This position will be located at Redstone Arsenal, AL.

Basic Requirements: Must have a High School diploma (or GED), and 4 years of general experience or an Associate’s degree and 2 years general experience. General experience must include 2 years related experience in help desk ticketing software, incident troubleshooting and escalation, or using remoted desktop management tools and familiarity with ITILv3 or related service delivery frameworks. Candidate must have general PC and Microsoft Office troubleshooting skills. An active DoD Secret security clearance is required. Candidates must be enrolled in Continuing Education (CE) with a Security+ certification or other DoD IAT level II 8570 compliant certification.
Desired Requirements: Previous Service Desk/Call Center experience, Active Directory, Exchange and Remedy experience.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a background screening, drug-free workplace.
Company Name:
Security Clearance:
Redstone Arsenal, Alabama
United States
Not Specified
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