Job Title: Enterprise Service Desk Technician - Senior - (395)

CoSolutions, Inc. is looking to hire Enterprise Service Desk Technicians - Senior level to support an EnterpriseServiceDesk operations in Kansas City, MO.
Conduct operations in support of the Enterprise Service Desk. Execute scripts and answer calls. Troubleshoot, resolve, and/or escalate technical issues. Open and close tickets. Correlate events and incidents for management of Information Technology (IT) Services. Experience in IT customer service including two (2) years of IT ticketing system experience and one (1) year of experience in remote desk takeover tools and usage. Experience meeting service level goals and targets.
The Enterprise Service Desk (ESD) provides a single management organization with Enterprise responsibility, closely aligned with the operational chain-of-command. It provides comprehensive IT support to include device and network service, application, email, and file access support. The Service Desk is the single point of entry to request assistance and/or report problems, providing continuous support accessible through an Automated Call Distribution system. For incident/problem handling, work assignments are prioritized based on operational requirements.
Responsibilities:
Work independently on routine assignments. Creation of trouble tickets Tracking of trouble tickets through resolution Reporting trouble ticket data in the Government provided management database, BMC Remedy for ONE-Net Resolution of trouble tickets Follow-up with users via electronic means to verify whether an issue is resolved, and close trouble tickets that are verified as resolved Provide support during designated critical events or disaster recovery operations. Participate in scheduled Enterprise Continuity Plan (ECP)/COOP exercises. Record and keep all materials relating to all customer service requests for the life contract. Act as a single point of contact for resolution of all technology-related issues for supported TNOSC and LNSCs.

Requirements
Clearance: Active DoD Secret (interim clearance acceptable to start)
Education: High School Diploma or GED
Certifications: DoDD-8570 IA Technical Level 2 (Security+/CE, CySA+, GICSP, GSEC,CCNA+Security, or SSCP) ANDMTA for Windows OS certification
Must alsopossess a certification in a process-based platform such as ITIL, HDI, CoBIT, Lean Six, Six Sigma, etc. Experience: Three or more years of progressive experience in computer systems operations.
Two (2) or more years of IT ticketing system experience One (1) or more year of experience in remote desk takeover tools and usage Customer Service experience required. Knowledge of programming and system operation concepts with the understanding of how systems operate on computer hardware. Proficiency in Microsoft Word, Excel and Power Point. Work Hours: Shift base (negotiated or assigned, may rotate)
Physical Requirements:
Ability to sit for extended periods of time Ability to stand for extended periods of time Ability to walk to various locations as needed Ability to bend and navigate to perform assigned duties Ability to lift light to moderate equipment as needed for job #Monster

Travel
Negligible

CoSolutions, Inc. ( www.cosolutions.com ) is an SBA-certified Woman Owned Small Business (WOSB) ranked for the second year in a row as one of the 20 Most Promising IT Service Management Solution Providers. CoSolutions provides tailor-made and efficient solutions for mission-critical enterprise IT service management, enterprise service desk support, cybersecurity and cyber IT, data center operations, applications development and program management for both Federal and Commercial customers. As one of the fastest growing technical services firms in the federal contracting marketplace, CoSolutions' seasoned team embraces its deep roots in the industry to ensure the highest quality service and support is brought to their clientele.
CoSolutions is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Please click here to accessthe EEO is the Law poster and supplement .