The Department of Homeland Security (DHS) has a continuing requirement for Secure Enterprise Network Systems, Services, amp; Support (SENS3) for the continued operations and maintenance and evolution of the Homeland Secure Data Network (HSDN) and the Classified Local Area Network (C-LAN). This requirement was previously called Enterprise Networked Services Support (ENSS). Supporting the SENS3 management team, the candidate will field user communication, create and document tickets, troubleshoot, and escalate incidents, to include the following: - Initial Support and Analysis for problem identification; - Analysis and assignment of trouble tickets; - Monitoring, tracking, and communicating resolution and recovery of incidents; - Providing status updates and progress towards resolution of assigned incidents and communicating with relevant parties on incident progress.
Experience providing Call Center and Tier support at Service Desk to technical and non-technical customers; - Experience performing in an operation center environment using collaboration and ITSM tools such as BMC Remedy, ServiceNow, known er - DHS experience - ITIL certification - HDI Help Desk manager Cert - Microsoft certification - Security+ certification
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