Help Desk Support Services Specialist

Here at Encode we strive to ensure that both professional AND personal satisfaction go hand in hand. We enhance professional satisfaction by constantly improving team member skills with ongoing education, conferences, and early adoption of automation tools. We want everyone to be the best they can be. We build personal satisfaction by embracing remote work days, casual attire, bagel Tuesdays, team building events at local establishments and in-office cornhole competitions.

The Help Desk Support Services Specialist will create and document tickets, troubleshooting, and escalation. This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents, and communication to relevant parties on incident progress.

Responsibilities:

• Fielding user communication

• Completing other non-ticket creation duties as assigned by Service Desk Management

  Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics

• Active Secret Clearance
• Service/help desk or customer service support
• Strong written and verbal communication
• Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred)
• New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date
• Bachelor's degree as a minimum
• *will receive initial 4-6 weeks of training Monday through Friday, 0800-1630. After training is complete, incumbent will be expected to move to 3rd shift (2230-0900). These are 10 hour shifts that cover three weekdays and every other weekend. Full schedule is available upon request

All your information will be kept confidential according to EEO guidelines.