KeyLogic Systems, Inc.
Senior Help Desk Specialist
KeyLogic Systems, Inc., Albuquerque, New Mexico, United States, 87101
Overview
Position: Senior Help Desk SpecialistLocation:Albuquerque, NMSalary Range: $50,000 - $60,000 per yearClearance: Clearable to QOur department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. We architect, design, and develop software solutions that solve complex business problems across the National Laboratories. This is a team of software engineers that research new technologies and develop innovative solutions within technology areas such as service-oriented and micro-services architectures, big data problem space, data and compute virtualization, 3D data visualization, enterprise cyber security, and mobile computing. Their primary project is developing for Service Now with a current focus on Machine Learning. The team uses SCRUM for their project management and is highly disciplined, frequently running in one week scrum cycles.
Responsibilities:Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution.Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.Selected candidate must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective.Must be able to work independently on tasks after initial ramp up period and should be comfortable working at a high pace.
Qualifications:AA/AS IT Degree and 2 years of related experienceMust be a US CitizenshipAbility to obtain and maintain a U.S. Department of Energy Q security clearance.Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.
Required Skills:Experience working in an Agile or Scum environment.Comfortable using Windows, Excel, Outlook and Service NowAbility and desire to learn and expand their technical skillsDedication to customer satisfaction, quality, collaboration, and partnershipsCustomer Service ExperienceHighly organized and pays attention to detailsWork onsite in Albuquerque - 80% of the time. Selected candidate should live within 60 miles of Albuquerque. One day per week can be worked remotely after initial onboarding.Candidate must be able to work independently
Desired experiences and skills include:ITIL CertificationFamiliarity with using Confluence or desire to learn
About KeyLogic:Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.Job Code:2415
Position: Senior Help Desk SpecialistLocation:Albuquerque, NMSalary Range: $50,000 - $60,000 per yearClearance: Clearable to QOur department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. We architect, design, and develop software solutions that solve complex business problems across the National Laboratories. This is a team of software engineers that research new technologies and develop innovative solutions within technology areas such as service-oriented and micro-services architectures, big data problem space, data and compute virtualization, 3D data visualization, enterprise cyber security, and mobile computing. Their primary project is developing for Service Now with a current focus on Machine Learning. The team uses SCRUM for their project management and is highly disciplined, frequently running in one week scrum cycles.
Responsibilities:Acts as a routine contact point, receiving and handling requests for support; responds to a broad range of service requests in Service Now for support by providing information to fulfill requests or enable resolution.Applies technical and operational knowledge under minimal direction to configure, operate, and maintain services related to the help desk.Analyzes performance statistics to support tuning, automation, and optimization activities; establishes, composes, and maintains security, capacity, and business continuity controls and documentation; has extensive customer environment experience; conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions; recommends training plans; and leads continuous improvement activities.Selected candidate must be able to actively participate in SCRUM activities including daily standup, planning, and retrospective.Must be able to work independently on tasks after initial ramp up period and should be comfortable working at a high pace.
Qualifications:AA/AS IT Degree and 2 years of related experienceMust be a US CitizenshipAbility to obtain and maintain a U.S. Department of Energy Q security clearance.Selected candidate will need to become ITIL v4 Foundations certified within 90 days of hire.
Required Skills:Experience working in an Agile or Scum environment.Comfortable using Windows, Excel, Outlook and Service NowAbility and desire to learn and expand their technical skillsDedication to customer satisfaction, quality, collaboration, and partnershipsCustomer Service ExperienceHighly organized and pays attention to detailsWork onsite in Albuquerque - 80% of the time. Selected candidate should live within 60 miles of Albuquerque. One day per week can be worked remotely after initial onboarding.Candidate must be able to work independently
Desired experiences and skills include:ITIL CertificationFamiliarity with using Confluence or desire to learn
About KeyLogic:Supporting critical missions at the intersection of data and science, KeyLogic provides mission management, systems analysis, data analytics, digital transformation, and cybersecurity to customers in the energy, federal civilian, and defense sectors, with a 20+ year portfolio of successes supporting DOE, DOC, EPA, DOD, DHS, FBI, and other federal agencies challenged with complex missions. We help our customers solve the world's most challenging problems with unsurpassed anticipatory service.KeyLogic employs over 600 team members, including systems designers, developers, data scientists, IT and cybersecurity specialists, engineers, mission experts, program managers, and more than 70 Ph.D. scientists. This multidisciplinary team works together solving challenging problems with anticipatory service-always staying one step ahead-benefiting our customers, and ultimately helping build a better world.We are committed to the success of each customer's mission. We care enough to make their mission our mission and their success our success. We take technical service delivery to a level above our peers. Our anticipatory service is best-in-class.All qualified applicants will receive consideration for employment at KeyLogic without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital; or any other status protected by law. KeyLogic is proud to be an affirmative action and equal opportunity employer.NOTE: KeyLogic is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.If you need a reasonable accommodation for any part of the employment process, please contact us by email at Recruiting@KeyLogic.com and let us know the nature of your request and your contact information. Request for accommodation will be considered on a case-by-case basis.Job Code:2415