IT Service Management Tool Suite Administrator

Washington, DC | Contract to Hire

Post Date: 08/13/2018 Job ID: 227078 Industry: IT

IT Service Management Tool Suite Administrator

Location: Washington, DC

Position Type: Contract to Hire

Our client is passionate about their mission and we are tasked with keeping their IT services running smoothly, to help them achieve their goals. This position will report directly to Customer Support manager and will interact with government  agency employees and client employees.  This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently or under immediate supervision.  

RESPONSIBILITIES: 

Provide administration support of an Information Technology Service Management (ITSM) suite.  Applicant will be required to provide services across the following ITSM modules: incident management; problem management; change management; knowledge management; self-service and service level management.
  • ITSM Suite Administration: including managing accounts and application configuration.
  • ITSM Suite Development: including enhancing ITSM existing workflows; upgrading and maintaining ITSM applications; preparing system documentation on revised applications along with knowledge sharing.
  • Reporting: maintaining ITSM reports per user specifications; publish reports; maintain performance measurement reports.
  • Assist customers and employees in resolving technology problems in a timely manner.
  • Supported Operating Systems: Windows 7/8/10 and MAC
  • Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of technical support specialists to whom the tickets were assigned.
  • Maintain high level of proficiency with the products and services.
  • When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers.
  • Comply with established operating policies and procedures in order to maintain adequate controls and to support government agency.
  • Assist Manager (or other supervisor as assigned) with project management and execution.
  • Supports moves/adds/changes.
  • Support account moves/adds/deletions with in AD.
  • Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment).
  • Provides first and second level contact and incident resolution to customers application problems; includes both customer telephone support as well as electronically submitted requests.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Attempts to resolve as many incidents as possible: Efficiently escalates incidents to appropriate team when required.
    Desired Qualifications and Skills:
  • Experience in development, implementation and administering all aspects of IT Service Management Tool Suite required.
  • Education Desired: Demonstrated tech experience. Associate’ s degree in technology or Bachelor’ s in any field, or the pursuit of such degree, is preferred but not required;
  • Help Desk Institute or Service Desk Institute certification.
  • ITIL Foundations
  • Demonstrated initiative with a strong sense of urgency and purpose;
  • Strong attention to detail;
  • Aptitude and drive for learning new technology;
  • Demonstrated success in customer service and relationship building;
  • Ability to handle multiple tasks and effectively manage assigned workload;
  • Ability to complete multiple projects simultaneously, and in a timely manner;
  • Capable of working independently and within in a team;
  • A certain degree of creativity and latitude is required;
  • Good communication skills (verbal and written);
  • Ability to work with users of all technological skill levels throughout the hierarchy of the organization;
  • A strong grasp of basic hardware and network support principles;
  • Must have thorough knowledge of Microsoft Windows and Office software;
  • Mac, Linux experience is a plus;
  • Basic working knowledge of Active Directory
  • Information Technology: 5 years

Required
  • U.S. Citizens/Green Car Holders  ONLY due to government or federal requirement
  • 3-6 years of Service Desk experience
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