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Enterprise Service Desk Specialist - Help Desk

Oklahoma City, OK · Information Technology
Direct hire.  This is not a temp or temp to perm job.  Seeking Help Desk Professional.  2 openings(one can be entry level).  Location is Oklahoma City, OK.  Pay up to $35,000 a year with full benefits, but will depend on experience.  Must be US Citizen in order to attain interim Secret clearance to start job.  Relocation candidates will be considered.  Two shifts available:  8am-4pm and 12am -8am.  

The candidate shall perform the following tasks associated with the role of Enterprise Service Desk Level II/Tier I:
a) Act as the main point of contact (POC) and ‘face to the customer(s)’ for all assigned Level II/Tier I Service Desk issues/incidents, including but not limited to, receiving, analyzing, documenting, directing, and documenting reported problems according to prescribed procedures.
b) Utilize provided system monitoring tools, including but not limited to, IBM Tivoli, Novell Operations Center (NOC), and/or HP SiteScope, and respond appropriately according to approved procedures, policies, and processes.
c) Coordinate and monitor activities between customers, technical support staff, and others.
d) Respond appropriately according to approved procedures, policies, and processes to requests for support received from customers, technical support staff, and others. Escalate promptly and appropriately any such request that is beyond normal area of responsibility (AOR) or that requires expedition.
e) Exhibit proficiency in Microsoft (MS) Office Suite tools and efficiently fulfill requests for miscellaneous or ad hoc reports, metrics, or data collection.
f) Possess a working knowledge of Information Technology Infrastructure Library (ITIL) concepts and practices.
g) Use government-provided ticket management system as directed to properly open, record, document, and track problems.
h) Work shift schedule as needed – Days (8am to 4pm), Swings (4pm to 12am), and Mids (12am to 8am).
i) Exhibit effective and professional interpersonal skills to include written and oral communications.
j) Adhere to all applicable government and security requirements, processes, and regulations.
k) Properly handle documents according to appropriate regulations and guidance, including but not limited to, classification level.
l) React promptly and appropriately to security-related incidents IAW applicable guidance, regulations, and policies.
m) Document, develop, and refine processes, procedures, and activities.
Job Requirements, Skills, and Certs:
  • SECURITY CLEARANCE:   minimum of Interim Secret.
  • Must have 1+ year of experience doing Help Desk or related work activity
  • Must be customer service-oriented
Additional Information about Position and Company
  • Salary: up to $35,000 based on experience
  • Job location:  Oklahoma
  • Company benefits:
    • Company sponsored healthcare insurance
    • 3 weeks PTO
    • 10 paid Federal Holidays
    • Company sponsored 401(k) plan
    • Long-  and short-term Disability coverage
    • Company sponsored Life Insurance coverage
    • Hiring Referral Bonus
    • Reimbursement for approved technical training/exams
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