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Service Desk Agent - 3rd Shift

Company: Evolver, Inc.
Location: Bowie
Posted on: May 4, 2021

Job Description:

Evolver, a Converged Security Solutions company, is an information technology company serving the Federal, Commercial, and Legal markets that addresses client challenges in the present and transitions clients into the future by introducing efficient and effective IT solutions. With a dedicated focus on client satisfaction, CSS has proven its value time and time again, from managing day-to-day operations to skillfully navigating the implementation and support of new technologies. Our core competencies are infrastructure, application development, cybersecurity, cloud, end-user support, data analytics and legal services.We believe our employees are key to our success and continued growth. We attract and retain our diverse workforce by promoting a work-life balance with generous and flexible time off, competitive compensation and benefits, and a commitment to professional development. When you join our team, you join a community of talented and dedicated individuals whose abilities, skills, and actions contribute to the success of the company every day.Evolver is seeking a Service Desk Agent to work 3rd Shift in Bowie, MD. Ongoing guidelines have the majority of our team Remotely working in the DMV area (Local) during the pandemic. In office/On Site work will resume as soon as considered safe and appropriate by the CDC, State and local government.MUST be a US Citizen and able to pass client Clearance ProcessShift Schedules: Shift work 3rd Shift 11 p.m. to 7:30 a.m. The Enterprise Operations Center (EOC) Tier 1 System Support Analyst is part of the Enterprise Operations Service Desk staff supporting the agencys systems, hybrid cloud infrastructure and its applications. The EOC is primarily responsible for monitoring and responding to incidents, escalations, customer service, coordination of all customer related activities including troubleshooting calls and scheduling of operations & maintenance activities. As a secondary role, the EOC performs basic Linux and Windows server actions including account management, server health management, data-center walk-thrus and recovery services following pre-defined Standard Operating Procedures (SOPs).Duties & ResponsibilitiesManage, track, report, process and assign tickets daily.Responsible for opening, tracking and closing tickets.Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).Define and classify level, priority and nature of problem, request and/or issue.Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.Actively manage incident tickets and provide status updates on each ticket per SLA.Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.Conduct continuous improvement service desk support and update knowledge base as required.Perform systems administration troubleshooting and support.RequirementsHands on experience running Linux commands and working with Windows servers (> 2 years).ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management.Hands on experience being part of an IT service desk team.Excellent written and communication skills required; excellent customer service aptitude.Ability to multi-task: manage a conference call and take notes at the same time.Must have schedule flexibility.Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment This is a Third Shift position. Standard Schedule: Shift work 11 p.m. to 7:30 a.m. At Evolver/CSS, we foster teamwork, growth, individuality and entrepreneurialism. We value employee opinions and encourage them to make a difference by getting involved and being thought-leaders. As a part of the CSS team, we actively promote a working and learning environment that supports a highly qualified workforce and a quality of work life that is based on trust and respect for all employees resulting in a healthy and trusting organizational culture.CSS is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, age, sex, national origin, disability or veteran status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.ID: 2021-3810 External Company Name: Evolver, LLC. External Company URL: Street: 17101 Melford Blvd

Keywords: Evolver, Inc., Bowie , Service Desk Agent - 3rd Shift, Sales , Bowie, Maryland

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