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    Communications Technician with Security Clearance - Peterson Air Force Base, United States - Apex Systems

    Apex Systems
    Apex Systems Peterson Air Force Base, United States

    3 weeks ago

    Apex Systems background
    Description

    Journeyman Comm Tech

    • Location: Peterson SFB, Colorado Springs, CO
    • Onsite requirements:
    • Onsite Project Scope: Provide around-the-clock support and specialized knowledge, apply expertise in IT operating systems and all IT service needs.
    • Must have skills/experience/certs and/or technologies:
    • High school diploma or equivalent and 3+ years of relevant experience.
    • 2+ years working in a Service Desk setting.
    • Active Top Secret security clearance with eligibility for Top Secret/SCI clearance.
    • Current DoD 8570 IAT II Certification.
    • Hands-on knowledge of key technologies such as AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing, and printing.
    • Application of ITIL principles for incident resolution and customer service enhancement.
    • Experience utilizing an ITSM tool for service delivery optimization.
    • Demonstrated leadership abilities including team coaching.
    • Effective influencing skills and relationship building with stakeholders.
    • Strong written and verbal communication, with the ability to present to all management levels.
    • Formal Job Description:

    Provide specialized knowledge, apply expertise on IT operating systems and all IT service needs.

    • Supervise, monitor, and report Service Desk performance (control Service Desk phone and tracking systems, handle user calls and requests, log incidents and service requests, provide resolutions, escalate issues).
    • Develop and implement procedures supporting Service Desk operations, including process flows, defining roles, knowledge base articles, and reporting schema.
    • Identify and implement improvement opportunities for hardware, software, infrastructure, and services using IT Service Management best practices.
    • Use continuous improvement processes to measure and enhance Service Desk performance, productivity, knowledge, and profitability based on performance metrics.
    • Maintain Service Level Agreements (SLAs).
    • Establish/enforce performance metrics, reports, and goals aligned with long-term strategic direction.
    • Evaluate IT tickets, ensure well-documented resolutions in the ticketing system.
    • Collaborate with IT support team to establish and follow processes for customer support.
    • Regularly communicate with customers, internal stakeholders, team members, and management regarding Service Desk operations and technical issues.
    • Track and analyze Service Desk trends, generate reports.
    • Identify problems, provide solutions, recommend and develop customer training programs.
    • Create help resources for stakeholders, triage tickets with other IT teams.
    • Communicate effectively through written and oral methods, provide documentation recommendations.
    • Offer suggestions for identified issues in trend analysis.
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