Kforce Enterprise Service Desk Specialist Senior in Kansas City, Missouri

Kforce is immediately adding a full time Enterprise Service Desk Specialist Senior to our team in support of our enterprise technology solutions client in Kansas City, Missouri (MO). Our client is an end-to-end services company providing information technology and consulting services to businesses and governments.Essential Job Functions:

  • Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request and incident records) and provide staffing resources to maintain adequate coverage for 24/7 operations

  • Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with USMC ITSM processes and procedures

  • Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations

  • Monitor network status and availability, utilizing USMC tools, to remain informed on pending incidents to provide proactive support

  • Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support

  • Maintain accurate documentation of all transactions within the MCCOG SvD, using the USMC Incident Management (IM) tool, as well as related support team documented procedures, such as the MCCOG SvD Operations manual

  • Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to MCCOG SvD operations

  • Update the knowledge base of USMC applications, systems, or program interrelationships, to assist with resolution of tickets

  • Execute the USMC ITSM processes directly related to MCCOG SvD activities

  • Provide Tier I services, in accordance with the USMC policy, processes and procedures

  • Provide remote desktop support for user-facing services, as required

  • High School diploma or General Equivalency Diploma (GED

  • Certified in accordance with DoD 8570.01-M Information Assurance Technician (IAT) Level II

  • 3 years of experience in Remote Desk Takeover tools and usage

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours