at Kansas City National Security Campus in Overland Park, Kansas, United States
Job Description
Duties and Responsibilities- Provide basic troubleshooting (e.g., password resets, printer issues, connectivity problems).
- Escalate unresolved issues to Tier 2 or appropriate teams.
- Log and track incidents in the ticketing system accurately.
- Follow standard procedures and documentation.
- Educate users on basic self-help resources or FAQs.
- Monitor service desk queue and prioritize tickets based on urgency.
- Collaboration: Work with Tier 2 to further investigate the issue.
- Perform basic Asset Management activities that identify and labelling new IT assets and documentation associated with IT Asset Management tools or systems.
- 0-3 years of related information technology work experience.
- High School Diploma required.
- Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
- Regular and reliable attendance is an essential function of this job.
- Ability to travel up to 10% of the time.
- Ability to work on-site as directed by management and is determined by the needs of the business.
- United States Citizenship with the ability to obtain and maintain, a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations).
- Associates degree in computer-related field or equivalent IT work experience.
- Demonstrated experience using ServiceNow’s ticketing system in a medium to large size company.
- General knowledge of desktop computer systems.
- Beginner to intermediate skills for identifying and resolving technical problems.
- Skill in using operating system software, companion software and utilities.
- Effective communication skills, interpersonal and customer-service skills.
- Some positions within this classification may require unique computer skills.
