Senior Help Desk Technician

Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Senior Help Desk Technician to support Don/DoD customer based in Jacksonville, FL.

Responsibilities:

• Lead Incident / Problem / Change / Service Request / Knowledge Management best-practices and methodologies
• Ensuring that a structured approach to service management is developed to integrate Service Catalog Management, Incident/Problem Management, Configuration Management, and Change Management into a comprehensive solution that facilitates Business and IT strategies
• Serve as a thought leader in applying organizational change management principles to streamline processes and ensure services are performed within the program plan
• Build, map, and present Service Level Management metrics, dashboards, and reporting
• Continuously improve IT service management
• Conduct gap analysis from global baseline processes, specifically on nuances such as categorization, prioritization, diagnosis, investigation, resolution, restoration, recovery and closing of records
• Create or maintain process documents, inclusive of workflows and visual representations of technical architecture
• Develop and lead full-scale project plans including workflows, member responsibilities, and associated communications documents

Qualifications Requirements:

• Active Secret security clearance required
• Minimum an Associate's Degree in computer engineering, computer science, cybersecurity, software engineering, or information technology
• One (1) of the following certifications is a requirement:
  • CompTIA Security + (CE) Certificate
  • CompTIA Cybersecurity Analyst (CySA) Certificate
  • CCNA Security Certificate
  • GIAC Global Industrial Cyber Security Professional Certificate (GICSP)
  • GIAC Security Essentials Certificate (GSEC)
  • Systems Security Certified Practitioner (SSCP) Certificate
  • Certified Network Defender (CND) Certificate

Experience and Skills:

• Seven (7) years of experience managing an enterprise help desk and utilizing IT Service Management tools
• Three (3) years of experience utilizing the ServiceNow ITSM platform
• Three (3) years of experience providing help desk support of networks, web applications, software, and hardware in a Windows operating system environment
• Excellent oral and written skills
• Excellent critical thinking skills
• Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook
• Ability to work independently and as a team member