JOB DESCRIPTION

PioneerTech is looking for a Enterprise Service Desk Specialist familiar with working technical projects for the Department of Defense (DoD).

• Responsible for providing highly technical Tier 1 expertise in Joint Staff enterprise training and exercise support systems.
• Provides help desk support on IT Hardware and Software Systems and Applications.
• Accurately records and tracks calls using JIRA help desk software.

3+ YEARS (MINIMUM) OF EXPERIENCE WITH

• Maintaining timely responses to remediate issues and accuracy record status and resolutions in ticketing system
• Call management, client relations, technical assistance, and user support for Microsoft and Red Hat environments.
• Keep end users apprised of status and remediation progress
• Escalate tickets and work with Tier II/III to promptly resolve issues
• Respectfully work with officers, seniors and dignitaries to resolve issues and coordinate support activities
• Microsoft Office, Word, Excel, Power Points, and Visio.
• Bachelor’s degree or 3 years of related hands-on experience working with IT Enterprise equipment, hardware, and software.
• 3+ years of relevant experience (Minimum)

• Collaborate with Tier II/III to escalate and remediate issues, and document resolutions.
• Coordinate logistics and responses in support of events, exercises, games, and other high profile events.
• Responsible for providing highly technical Tier 1 expertise in Joint Staff enterprise training and exercise support systems.
• Provides help desk support on IT Hardware and Software Systems and Applications.
• Accurately records and tracks calls using JIRA help desk software.
• Maintain JIRA ticket accuracy, status, and reports