Enterprise Service Desk Specialist Mid

The Enterprise Service Desk Specialist Mid role serves as a first point of contact for users seeking IT assistance, providing tier 1 support across troubleshooting, ticket handling, and operational monitoring. The position supports Navy-Marine Corps network operations and cybersecurity services in Kansas City, Missouri on an onsite basis.

Key Responsibilities

• Deliver tier 1 help desk support via phone and online channels.
• Conduct troubleshooting and work toward resolution of technical issues.
• Use escalation protocols as necessary to address items requiring higher-level support.
• Provide health and status monitoring of networks supporting the mission.
• Document and communicate outage information to co-workers and customers.
• Execute scripts as part of operational support activities.
• Open and close tickets in accordance with service desk procedures.
• Correlate events and incidents to support management of Information Technology (IT) Services.

Minimum Requirements

• High school Diploma or General Equivalency Diploma (GED) and 3 years of relevant experience.
• Must be a U.S. Citizen with an active DoD Secret security clearance.
• Must hold DoD 8570 Information Assurance Technician (IAT) Level II certification (for example, CompTIA Security+).
• Must be willing to work shifts, including evenings and weekends.

Preferred Qualifications

• Experience in IT customer service, including two (2) years of IT ticketing system experience.
• One (1) year of experience using remote desk takeover tools.

Contract Details

This is a contract position located in Kansas City, MO and is onsite.

Compensation and Pay Range

• USD 41,600 - 75,200 per year
• $29.37+
• Pay Range: $41,600.00 - $75,200.00

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement