Problem Management Specialist

Role Overview: Perform an integrated service desk role within an enterprise helpdesk team to support time-sensitive issues and tickets for users relating to networking, Active Directory account management provisioning and diagnostics, and working in a team environment to diagnose, resolve, and perform root cause analysis and proposed solutions for systemic issues.

Responsibilities:

• Member of a team responsible for maintaining enterprise-class IT systems to meet or exceed SLA requirements
• Diagnose and resolve large-scale or time-sensitive IT issues
• Responsible for identifying and resolving user-facing issues (e.g., tracking actions, identifying the root cause, and resolving problems within the environment) and providing centralized problem tracking.
• Individual will be tasked with diagnosing backlog ticket items, when not working an immediate issue
• Perform root cause analyses
• Work on system issue in a timely fashion in accordance with SLA requirements

• Must be U.S. Citizen
• Bachelor’s Degree in IT field,
• 6+ years in enterprise IT helpdesk support
• Significant experience working in enterprise class IT helpdesk support environment

Professional Certification(s):

Must hold current certifications listed below:

• CCNA - Cisco Certified Network Associate
• Current Microsoft certification (at least one)
  • MCSA - Microsoft Certified Systems Associate
  • MCSE - Microsoft Certified Systems Expert
  • MS O365 Associates or sub cert (Messaging Administrator, Teams Administrator, etc…)
• Current VCA - VMware Certified Associate (VCP preferred)

Formal Education:

Bachelor’s Degree in an IT field

Years of Professional Experience:

6+ years

• Enterprise service desk ticketing software (e.g., Service Now, Cherwell, etc.)
• Microsoft Active Directory
• Office 365 suite
• VMware

•  US Citizenship required