Job Description

Description

MSM Technology LLC is an award winning, high performing IT services company with 22+ years of experience operating, modernizing, securing, and managing advanced technology solutions. Our support and solutions focus on understanding mission requirements, high caliber staffing and delivery excellence across Defense, Homeland, Health, Civilian, and Commercial sectors.

The Senior Help Desk Specialist (IV) is the primary on-site leader responsible for the overall supervision the day-to-day operations of the help desk for a key U.S FEDERAL CLIENT.

Key responsibilities include:

• Provide end-to-end customer support and just-in-time training support for the users and other designated authorized users of IT services.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• ITIL v4: Experienced with a variety of the field's concepts, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of complicated tasks. May lead and direct the work of others.
• Proficiency in ServiceNow, handling incidents, supporting remote users, VIP users.
• Typically reports to a project leader or manager.

Requirements

Must have:

• Must be local to Lenexa, KS; relocation is not available.
• Must Have Education: Bachelor’s degree from an accredited College or University

Must have Experience:

• IT Support/Help Desk: Minimum 6 years of experience working, supporting an IT Support Services Help Desk
• Project Management: Minimum 2 years of experience in project management experience in the context of IT Service Desk support/services.
• ITIL: Minimum 1 year of experience with ITIL principles and practical application
• ServiceNow: Minimum 2 years of experience using ServiceNow
• Service Level Management: Minimum 1 year of experience with managing teams of IT professionals supporting a large area of operation
• U.S Federal IT Minimum 2 year of experience with support requirements and standards experience
• U.S. Federal Security: Minimum 2 year of experience with strong familiarity with Federal IT security requirements and standards.
• Leadership: Demonstrated experience interfacing with customers
• Quality: Direct experience establishing processes, defining service level objectives, and managing performance against SLAs.

Preferred Skills

• Service Now experience
• Active ITIL v3, 4, or 5 Certification

Salary Description
$70,000 - $85,000