Position:
Mid-Level Tier II ServiceNow Helpdesk Technician – RemoteStart Date: AsapClearance: US Citizen; UNCLAS, eligibility for a DoD SECRETHours: 8:00 am -5:00 pm Monday – Friday, except Government HolidaysYears of Experience: 3-7Education/Certification Requirements: BS, Management Information Systems of Related Technical Degree. ServiceNow Certified System Administrator is a plus. CompTIA Security+ is required (or must be eligible to obtain within 90 days).Position Summary:Provide ServiceNow incident management and problem resolution coverage to maximize system availability and minimize response time to users.
Critical support is also required to assist with issues impacting high priority requirements. The DISA Global Service Desk will serve as the inject point for all tickets. Tier II will be the 24/7 escalation point for Tier III call out. Tier II must respond to priority level tickets based on the chart below. Core business hours are defined as 0800 – 1700 during weekdays. Tier II must be available to respond to and resolve priority 1 and potentially priority 2 user issues.Position Requirements:
- Must have 3+ years in ServiceNow Platforms.
- Must have good communications skills to communicate with customers, senior staff members and executives.
- Maintain an Incident Work Log by using DISA approved ticket management system.
- All trouble calls shall be logged and tracked through resolution. Upon notification of incidents, the contractor shall respond within 15 minutes to update actions and mark the ticket status to “In Progress”. All priority 2 tickets shall be updated hourly, unless otherwise marked “deferred” or “referred”. All other tickets shall require two-hour updates, unless otherwise marked “deferred” or “referred”. Once the issue is resolved, immediate updates to the ticket shall be made and an After-Action Report shall be provided.
- Manage customer accounts (adding/deleting/changing).
- Maintain configuration files.
- Provide application support to address and resolve user issues and concerns.
- Identify and resolve systemic incidents not resolved at the 1st Tier level
- Create written mitigation Standard Operating Procedures (SOPs) for both 2nd Tier and 3rd Tier levels to use to resolve/mitigate known errors. Create frequently asked questions (FAQ) to document and store this information.
- Establish/maintain Master Server List and provide 2nd Tier call-in rosters.
- Back-up/Recover customer and application related files.
- Provide vehicle for notification of outages and or service interruption.
Our Company OverviewBusiness Computers Management Consulting Group, LLC (BCMC) is a small business specializing in Information Technology (IT), Cybersecurity, Information Assurance (IA), SOA, Big Data Management, Program Management, and more for Federal, State, and Local agencies. We possess highly skilled engineers, providing innovative solutions backed by strong past performances. We are ISO 9001:2015, ISO 27001:2013, 20000:2018, and CMMI L3 certified and registered promising highest quality and services to all of our clients.BenefitsExtremely competitive salary 95% employer paid for employee medical, dental, & vision coverages 100% employer paid for employee life, STD & LTD disability coverages 401k with company match and profit sharing Flexible Spending Account (FSA) for dependent & health care 11 standard holidays & 3 weeks of annual leave
