Service Desk Specialist (contingent)

  • Quantico, VA
  • Full-time

Company Description

EXCEED provides management, analytical, security, and technical services to the federal government, state government, military, and private industry. We provide program management and policy solutions, including program management office support, management of program management office IT resources, policy development and maintenance, and fleet management; and acquisition life cycle solutions, such as requirements analysis, market research, acquisition planning, contractor purchasing system reviews, integration and payment, and contract management, as well as database design, customization, and maintenance.

 

EXCEED’s primary business units are:

 

  • Integrated Security Soulitions
  • Information Technology Solutions

Job Description

Overview:  EXCEED is seeking an Service Desk Specialist (SDS) Into support the Marine Corps IT Service Desk. The selected candidate will provide superior service in the daily handling of all service desk related activities. Primarily responsible for handling service support requests and linking customers with other support groups (tech support, SMEs, etc.). Collaborate with all parties by utilizing existing knowledge management tools and by integrating processes, people and information. May require shift work.

 

Primary duties include creating and managing Remedy user accounts, run searches and reports through the Rememdy console, and managing trouble ticket requests as required throughout their lifecycle. Handle incoming calls to the Operations Center in a courteous and professional manner and assisting the customer in their requests. Communicates via electronic mail, web interface, face-to-face, and telephone with customers to isolate user problems by acquiring and documenting as much information as possible in order to open, assign, and/or resolve trouble tickets. 

Qualifications

Requirements:

  • Remedy experience
  • A+ or Network+ or Security+ certification.
  • Minimum of 3 years IT experience.

 

Clearance: Secret (interim or active final)

Education: High School diploma or greater

Additional Information

EOE/M/F/V/D