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Help Desk Coordinator - Intermediate 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization Constellation West is an award winning company that delivers Information Technology (IT) engineering services and solutions along with non-IT subject matter expertise world-wide. Established in 1997, Constellation West continues as an industry leader, partnering with key organizations. As a prime contractor or preferred subcontractor, we have a continual list of opportunities to fill across the nation with multiple agencies such as the Department of Veteran Affairs, Department of Defense, civilian agencies, and national intelligence community. Many of the positions supporting U.S. federal government require our employees be granted security clearances.

Constellation West provides fully integrated solutions spanning all aspects of system/network engineering, system/network administration, data management, information assurance, quality assurance, full lifecycle support, software development, and geospatial information services. Constellation West looks for the right people ready to step up and be part of a dynamic team.

If you are looking for a new challenge and a rewarding opportunity to apply your expertise, knowledge, and problem solving skills, come join our team! Constellation West offers competitive salary and benefits including:

• Tuition reimbursement
• Competitive 401(k) plan
• Competitive Health Benefits
• 10 Paid Holidays!!
• 15 PTO Days!
• Veteran Hiring Preference

Constellation West is proud to be an EEO/AA employer M/F/D/V
Category Information Technology  

Under general supervision, responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps. Typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. May involve use of problem management database and help desk systems. Will work 4 X 10 shifts. Experience with Remedy BMC or  Service Now ticket management and ticketing tools is highly desired.

Position Requirements
  • Provide Tier I support for all NITC EDC's
  • Experience in the IT industry, specifically in a user supporting role
  • Knowledge and working experience of the Service Desk Function and Incident Management Process based on the best practice guidance of Information Technology Infrastructure Library (ITIL) Version 3 framework
  • Ability and willingness to work in a team environment
  • Ability to follow process and procedures and report any deficiencies to the SOSB Manager
  • Service desk abilities to include (but not limited to):
  • Communicate effectively and proficiently in English with the user community, verbally and in writing
  • Record all relevant incident/service request details
  • Allocate appropriate categorization and prioritization codes to the incidents and service requests
  • Match users input to matching resolutions found in Incident Database
  • Initiate first level investigation and diagnosis of the issue at hand
  • Resolve incidents and/or service requests based on their personal technical knowledge and expertise
  • Escalate incidents/service requests that could not be resolved within agreed timescales
  • Keep users informed of progress of incident progress, notifying them of impending changes or agreed outages, etc.
  • Close all resolved incidents, requests and other calls
  • Conduct customer/user satisfaction call-backs/surveys
  • Update the ITSM tool under the direction and approval of SOSB Manager.
  • Multi-task in a high speed, high volume ticket environment
  • Possess business/professional writing abilities to be used for agency wide correspondence, customer notifications, etc
  • Application of the ITIL best practices to the organization and the ability to learn the organization's key IT services for which support is being provided
  • Note: Must possess ITIL®V3 Foundation level certification or be able to obtain this certification at employer cost within 90 days of employment start date,
Full-Time/Part-Time Full-Time  
Shift Evenings  
Location Kansas City -USDA  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
Req Number INF-16-00051  

This position is currently not accepting applications.

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