Job Description

We are seeking 2 Sr. Help Desk Specialist for long term contract assignments at our Austin, Texas client.

Responsibilities for this role include:

• Understand solution functionality and business processes.

• Review and assign issue tickets submitted in the client’s ServiceNow solution.

• Contact end users to research tickets submitted and identify solutions.

• Submit bugs (defects) in ServiceNow to document issues or request stored procedures to resolve tickets.

• Validate issues are resolved by contacting end-user and closing tickets in ServiceNow and/or bugs in Azure Dev/Ops

• Prepare requested reporting from ServiceNow and Azure DevOps

• Assist with escalated issue triage and resolution calls

• Support systems deployment with security role access process

• Assist with scheduling logistics for training classes

• Assist with Management of training materials

• Assist with application audits and resulting action items

• Assist with on-boarding activities of the project team and/or engineering contractors if requested

• Assist with application and software currency process documentation if requested

• May provide administrative support to SharePoint and Azure DevOps

Requirements

· Bachelor's Degree or 5 years’ experience in a related technology field

· Understanding of access control and physical security measures

· Prior experience with user support and training

· 1+ year in database management

Skills/Competencies

· Demonstrated ability to successfully collaborate with people and manage projects/tasks

· Demonstrated ability to meet timelines for deliverables, and flexibility to get the work done

· Experience in managing multiple projects simultaneously and meeting expectations

· Proactive problem-solving abilities and follow-through

· Ability to adapt to a rapidly changing work environment and priorities

· Successful situational responsive decision-making

· Demonstrated ability to be resourceful

· Demonstrated ability to foster concepts of teamwork and cooperation

· Detail-oriented

· Result oriented

· Exhibit excellent time management and organizational skills

· Exhibits responsibility, ownership, accounting, and pride in one's work

· Customer service and interpersonal skills

· Knowledge of ServiceNow, Azure, and/or SharePoint

Preferred:

· 2 years’ experience with ServiceNow, Azure, and SharePoint