Help Desk Support - Incident/Problem Management

Job Title: Help Desk Support - Incident/Problem Management

Work Location: Colorado Springs, CO

Clearance: Current Active Secret

Please note that you must be a US citizen to apply to this job posting

Education: BS/BA; and 3-5 years' of relevant Service Desk experience  

Experience: 7 years of relevant professional experience (or a combination of education, training, and experience)

Certifications: Security+ CE and Windows 10 (MD-100) Certification or higher, ITIL v3 Foundations (or must be able to obtain within 90 days of hire)

Schedule: Monday Friday, occasional on-call as required

Travel: Occasional

Salary: Commensurate with experience

Job Listing Number: CO19034

LCAT:  Help Desk Support

Position / Summary:

• To take ownership and responsibility for the incident process and policies and to insure continual improvement;
• Responsible for Incident Management ensuring SLA's are met as required;
• Lead the investigation of problems, via a root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring;
• Monitor ticket queues;
• Responsible for generating multiple reports, including monthly deliverables pertaining to Incident/Problem management;
• Solid understanding of ITSM incident management and service desk disciplines
• Weekly / Monthly performance review with customer
• Additional duties as assigned

Minimum Qualifications:

• BS/BA; and 3-5 years' of relevant Service Desk Incident/Problem Management experience, or 7 years of relevant professional experience (or a combination of education, training, and experience)
• Security +CE and Windows 10 (MD-100) Certification or higher, ITIL v3 Foundations (or must be able to obtain within 90 days of hire)

• Current Active Secret Clearance
• Ability to apply office management practices and administrative support processes
• Ability to work under pressure and tight deadlines, and multi-task
• Ability to work independently and within a team environment
• Commitment to maintaining the highest standard of customer service with outstanding written and oral communication

To apply to this position please go to www.s4inc.com and click on Careers to complete an employment application and to upload your resume.

S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off.  We are an Equal Opportunity Employer including disabilities/veterans. S4 participates in the E-Verify employment verification program.  If you are looking for a challenging and rewarding position, then we invite you to submit your resume  Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times.

If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.

Current Openings for Help Desk Support Incident/Problem Management Jobs at S4 Inc.