INTRODUCTION

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

YOUR ROLE AND RESPONSIBILITIES

Work location: Radford, VA (candidates must be local/willing to relocate) As part of the Service Desk, incumbent will be responsible for:

• Fielding user communication, creating and documenting 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.
• 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.

Incumbent 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.

This work location for this role is at the client site in Radford, VA. Candidates must be clearable to DoD Secret clearance. An interim DOD Secret clearance or higher level clearance is required to begin work on Day 1.

REQUIRED TECHNICAL AND PROFESSIONAL EXPERTISE

• Bachelor's Degree, as a minimum
• Minimum of 1 year of service/help desk or customer service support desired.
• 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.
• Must possess minimum Interim Security Clearance (Full Clearance must be granted in order to remain employed)

PREFERRED TECHNICAL AND PROFESSIONAL EXPERTISE

• ITIL v3 Foundations Certification
• DOD Secret Clearance

US Citizenship

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.