Zachary Piper Solutions is seeking a Service Desk Representative to support IT operations for government agencies worldwide. The Service Desk Representative will provide front-line technical support and resolve issues related to devices, connectivity, and software. This is a night shift role is based in Kansas City, MO.

QUALIFICATIONS FOR THE ENTERPRISE SERVICE DESK REPRESENTATIVE INCLUDE:

• 6+ months of IT experience (non-professional experience considered if skills are demonstrated)
• Experience troubleshooting and supporting IT devices including laptops, desktops, printers, and mobile devices
• Familiarity with IT ticketing systems such as Remedy
• Experience with remote desk takeover tools
• Strong customer service and communication skills in technical environments
• IAT II Certification required (e.g., Security+ CE, CCNA Security, CySA+, GICSP, GSEC, CND, SSCP, CASP+ CE, CISA, CISSP or Associate, GCED, GCIH, CCSP)
• Active Secret Clearance required
• Willingness and ability to work night shift hours, with eventual day shift responsibilities

• Conduct operations in support of the Enterprise Service Desk
• Execute scripts, answer incoming support calls, and provide Tier I troubleshooting
• Resolve or escalate technical issues related to laptops, desktops, printers, mobile devices (iPhones), and MCEN network devices
• Support software installs, device re-imaging, and Microsoft Office/Outlook troubleshooting
• Provide assistance with Video Teleconference (VTC) systems and Multifunctional Devices (MFD/MFP)
• Open, manage, and close service tickets using an IT ticketing system
• Correlate events and incidents to support IT service management and reporting
• Meet service level goals and targets consistently