Allegis Group - New Orleans, LA
posted 2 months ago
Full-time - Mid Level
New Orleans, LA
10,001+ employees
Administrative and Support Services
About the position
As an Enterprise Service Desk Specialist, you will support one of the world's largest IT networks, NMCI (Navy Marine Corps Intranet), by providing timely and reliable IT support to Marine Corps End Users. This role is critical for ensuring mission readiness and involves various responsibilities including Tier 1 support, health and status monitoring, and ticket management.
Responsibilities
- Serve as the initial point of contact for IT-related problems.
- Provide phone and online support to users.
- Perform troubleshooting and resolve technical issues.
- Follow escalation protocols as necessary.
- Monitor the health and status of the networks.
- Document and communicate outage information to co-workers and customers.
- Execute scripts for ticket management.
- Open and close tickets.
- Correlate events and incidents for management of IT services.
Requirements
- Active DOD secret clearance
- Security+ certification
- Customer service skills
- Experience with ticketing systems
- First call resolution experience
- End user support experience
- Technical support skills
- Troubleshooting skills
- Help desk support experience
- Knowledge of Windows operating systems (Windows 7, Windows 10)
- Experience with Active Directory
- Familiarity with Office 365 and telephony issues
Nice-to-haves
- Experience in a call center environment
- Familiarity with printer support
- Knowledge of Access Control Lists
- Experience with DNS/IP address troubleshooting
- Root Cause analysis skills
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital coverage
- 401(k) Retirement Plan with pre-tax and Roth contributions
- Voluntary Life & AD&D insurance for employees and dependents
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Paid Time Off (PTO), Vacation or Sick Leave
