Enterprise Service Desk Senior

The Enterprise Service Desk Senior role at STRATASCORP supports advanced enterprise IT services for the Marine Corps Enterprise Network (MCEN). This onsite position at the Pentagon focuses on service ticket management, technical troubleshooting, incident correlation, and delivery of timely resolutions or escalations aligned to SLAs.

Role Responsibilities

• Support daily operations of the Enterprise Service Desk for enterprise IT services in MCEN.
• Respond to customer inquiries through phone, email, and other approved communication channels.
• Follow established support procedures, scripts, and troubleshooting processes.
• Document customer issues and service requests accurately.
• Open, update, track, and close service tickets according to established procedures.
• Troubleshoot hardware, software, network, and user account issues.
• Resolve technical issues at first contact whenever possible.
• Escalate incidents and service requests requiring higher-level technical support.
• Maintain accurate, complete ticket documentation for every request.
• Provide professional, responsive technical support to end users.
• Assist customers with system access, account management, software functionality, and general IT-related issues.
• Use remote support tools to diagnose and resolve technical problems.
• Maintain high customer satisfaction while meeting service desk performance objectives.
• Correlate IT events and incidents to identify trends, recurring issues, and service impacts.
• Assist with monitoring service performance and operational metrics.
• Support proactive identification of service disruptions and potential system issues.
• Provide information and reporting to support IT service management activities.
• Support achievement of SLAs, key performance indicators (KPIs), and operational targets.
• Apply ITSM best practices and follow organizational policies, procedures, and customer service standards.
• Participate in continuous process improvement initiatives.

Minimum Qualifications

• High School Diploma or equivalent required.
• Three (3) years of Information Technology customer service or technical support experience.
• Two (2) years of experience utilizing IT ticketing systems.
• One (1) year of experience using remote desktop support/takeover tools.
• Demonstrated experience meeting service level goals and performance targets.
• Active Secret Clearance required.

Certifications and Tools

• CompTIA Security+ (IAT Level II compliant).
• Microsoft Technology Associate (MTA) for Windows Operating Systems.
• Certification in a process-based framework or methodology such as ITIL, HDI, COBIT, Lean, Lean Six Sigma, Six Sigma, or equivalent service management certification.

Technologies used include: IT ticketing systems, remote desktop support/takeover tools, ITIL, HDI, COBIT, Lean, Lean Six Sigma, Six Sigma, CompTIA Security+, Microsoft Technology Associate (MTA) for Windows Operating Systems, and ITSM.

Preferred Qualifications

• Experience supporting Department of Defense (DoD) or military enterprise environments.
• Experience supporting large-scale service desk operations.
• Familiarity with enterprise IT service management platforms and reporting tools.
• Knowledge of ITIL-based service delivery frameworks.
• Experience supporting Microsoft Windows operating systems in an enterprise environment.

Required Knowledge, Skills, and Abilities

• Strong customer service and communication skills.
• Advanced troubleshooting and problem-resolution capabilities.
• Knowledge of IT service management principles and best practices.
• Experience with enterprise ticketing systems and incident management processes.
• Proficiency with remote support and desktop administration tools.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong attention to detail and documentation skills.
• Ability to work effectively in a fast-paced, mission-critical environment.
• Strong analytical and critical-thinking abilities.
• Ability to collaborate effectively with technical teams and stakeholders.

Work Environment

• Onsite role located at the Pentagon in a secure government facility.
• Primarily office-based environment supporting enterprise IT operations.
• Minimal travel required.
• May require shift work, after-hours support, or surge support based on mission requirements.

Clearance

Active Secret Clearance required.

Success Factors

• Excellence in customer service and end-user support.
• Strong incident management and ticket resolution skills.
• Consistent achievement of SLA and performance targets.
• Effective communication with both technical and non-technical customers.
• Ability to accurately diagnose, resolve, and escalate technical issues.
• Commitment to IT service management best practices and continuous improvement efforts.

Compensation and Location

• Location: Washington, DC (onsite)
• Salary: USD 50,000 - 65,000 per yearly