Sundial Software is currently recruiting for a Help Desk consultant for a long term multi year consulting position with our current customer.
The successful candidate will work in ETF's IT Solutions Center Service Support Team, actively engages in the help desk support process, and provides high-level service operation skills. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to help guide the IT Solution Center to a more proactive and mature environment while assisting the agency’s staff in maintaining the functionality of ETF’s technology systems and services.
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Manages a team of support personnel who troubleshoot IT issues. Independently implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolutions in minimum time. Evaluates new information systems products or services and suggests changes to existing products or services to better aid the end user. Requires at least 6 years of experience in the field. Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Independently, performs a variety of tasks. A wide degree of creativity and latitude is expected.