The Service Desk manages and coordinates the handling of incidents, problems, and requests with users and IT groups for unclassified and classified equipment
The contractor shall use their knowledge of MCNOSC ticketing tools (e.g., BMC Remedy), customer service and effective communication best practices to provide the following 24x7x365 service desk support:
Provide redundant and geographically diverse Service Desk Support Services within the Continental United States (CONUS) and Outside Continental United States (OCONUS). Contractor personnel shall provide sufficient qualified personnel to service the entire RNOSC and MITSC IT population in the event of a natural disaster or loss of capabilities.
Provide Service Desk Services ticket submission and tracking through multiple means such as single number and single Web interface.
Document, assess, track, resolve, and fulfill Service Desk incidents, problems, and requests in accordance with the documented Incident Management and Problem Management processes.
Coordinate with the MCNOSC Watch Team and Government representatives to resolve incidents and problems in accordance with the Incident Management and Problem Management processes such as anomalies that affect more than one user.
Assess equipment remotely, when possible, to resolve incidents, perform reconfiguration, and push software.
Track the resolution of all tickets.
Verify resolution with the customer prior to closing the ticket. Provide the USMC TPOC with an Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
Process, manage, and execute classified and unclassified service requests.
Develop Requests for Change (RFC).
Secret Clearance Required
IAT-2/Security+ Foundations MCSA
IT / Engineering / Technology
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