Enterprise Service Desk Technician

Enterprise Service Desk Technician role on the Air Force EITaaS contract in Oklahoma City, onsite, with a pay rate of USD 20 per hour.

Responsibilities

• Advanced Technical Support: Deliver high quality, timely assistance by resolving end-user technical issues using in-depth knowledge of systems and applications.
• Incident Management: Actively track and manage incidents from start to finish, document thoroughly, and escalate unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Create and update Knowledge Base Articles to enable self-service for users and team members.
• ServiceNow Proficiency: Manage incident tracking, ticketing, and reporting within ServiceNow, improving workflow and documentation while leveraging platform features to enhance delivery.
• Cross-Training: Participate in training and workshops to share expertise with teammates, supporting a well-rounded understanding of processes and tools across the team.

Requirements

• US Citizenship required
• Ability to obtain and maintain a Secret DoD Clearance
• High School diploma and 5+ years of technical experience; a Bachelor’s degree in a relevant field may substitute for 5 years of experience
• Excellent written and spoken communication skills
• Ability to work effectively in a team environment
• Adapt quickly and learn new technologies (MS Operating Systems, Office Products, and DAF specified software)
• Knowledge of customer service best practices and processes

Technologies

• ServiceNow
• MS Operating Systems
• Office Products
• DAF specified software

Benefits

• Healthcare
• Wellness programs
• Financial benefits
• Retirement plan options
• Family support resources
• Continuing education opportunities
• Paid time off and related leave