DESCRIPTION:
Serves as Tier II Service Desk for application administrators operating in the USMC hybrid cloud data center. Supports Tier 1 SharePoint Service desk responsibilities escalating requirements to the Tier II and Tier III support functions. Candidate must be of a mid-level and have experience in Enterprise/Data Center Service Desk Operations, BMC Remedy Service Management Suite (or similar Enterprise-level ITSM tool), and Microsoft Windows Server.
RESPONSIBILITIES:
- Responsible for the execution of Data Center Service Desk processes, functions, activities and tasks.
- Performs: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions.
- Serves as the initial triage and resolution point for all shift-based activities and performs: resolution, escalation or recall actions and activities as directed by SOP or Service Desk Shift Lead.
- Assists in Preparing for and executing shift transition with oncoming and off going Service Desk Shift Lead, ensuring a comprehensive and orderly transfer of knowledge, schedule, equipment, tasks and activities across shift roles.
- Executes Service Desk Battle Rhythm activities and assigned activities.
- Data Center Equipment Checks, COP Monitoring, Platform Patch Preparation/Execution, Database and Platform Backup Initiation, Preventative Maintenance on Data Center equipment, services and applications, Customer/Stakeholder Notification.
REQUIREMENTS:
- US SECRET CLEARANCE
- IAT Level II Certification
- ITIL Foundations