Service Desk Operator

Position Description: Service Desk Operator (SDO)

Position Title: Service Desk Operator (SDO)

Location: Onsite at Portsmouth Naval Shipyard (Kittery, Maine)

Reports To: Service Desk Team Lead

Working Hours: Regular shipyard duty hours, approved in advance by TPOC

Employment Type: Full-Time

Clearance Requirement: Secret Clearance

Position Summary: The Service Desk Operator (SDO) will provide basic technical assistance, support, and advice to customers and users, addressing minor hardware, software, and systems issues. The SDO will ensure efficient resolution of customer problems through various support channels, including walk-ins, telephone calls, service tickets, and email messages. The role involves troubleshooting, creating tickets, and providing step-by-step instructions to resolve issues.

Key Responsibilities:

1. Technical Support:

• Provide basic technical assistance for minor hardware issues (e.g., keyboard and CAC reader failures), software, and systems problems.
• Respond to walk-in customers, telephone calls, service tickets, and email messages from customers seeking resolution of computer problems.
• Analyze issues to determine if the problem is related to the network, a system, an application, or the user’s workstation.

2. Ticket Management:

• Create a ticket and work with the customer to resolve the problem, providing step-by-step instructions.
• Redirect unresolved issues to the next level of support if the problem cannot be resolved.

3. Process Improvement and Feedback:

• Provide feedback on processes and make recommendations for areas of improvement.

4. Problem-Solving and Diagnostic Techniques:

• Troubleshoot using various diagnostic techniques, including:

• • Determine network functionality/availability using application tools such as "Ping."
  • Determine shared resource functionality (e.g., network-attached drives and print services).
  • Knowledge of hardware, software, operating systems, Service Desk tools, and Remote Access.
  • Determine application functionality (e.g., web function, Citrix terminal server, database server function, and email).
  • Determine user computer account status and assist with account issues, password changes, and user redirection to the NMCI National Helpdesk.
  • Understand basic PC functionality, including hardware, software, virus/malware, Windows policy, and security policy.

5. Multi-tasking and Priority Management:

• Ability to multi-task and change priorities as needed.

Qualifications:

1. Experience:

• Minimum of two (2) years’ experience working in a customer service environment.
• At least one (1) year of experience and/or knowledge necessary to provide customer IT support.

2. Certifications and Compliance:

• The SDO will be issued an Information Systems (IS) Privileged Access Agreement (PAA) and Acknowledgement of Responsibilities form from the ISSM and must adhere to it.
• After onboarding, the SDO will receive a Cyber IT/Cybersecurity Workforce (CSWF) designation letter from the Information Systems Security Manager (ISSM) and must adhere to it.
• The SDO must have (at a minimum) one of the Baseline Cyber IT Certifications prior to onboarding at PNS, as identified in Specialty Area 41, Entry/Apprentice certification, referenced in the Cybersecurity workforce manuals SECNAV M-5239.2 and DoD 8570.01M. Education can substitute for Certifications as per the table.

Skills and Competencies:

• Strong technical troubleshooting and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in IT support operations and customer service.
• Ability to manage time effectively and prioritize tasks.
• Knowledgeable in using and managing Service Desk Ticket systems.
• Familiarity with cybersecurity standards and compliance requirements.

Application Process: Qualified candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications. Please include any certifications and references that support your application.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.