Service Desk Administrator
CurrentPrimary support and interface with site Information Management Officers (IMO) to ensure allService Desk resources are utilized in the most efficient manner. Assists the IMO with dailyfunctions of computer, network and software management for the site and all users.Provides immediate response to all customers who come to the Service Desk. Person to personinteraction involves troubleshooting, information exchange and help with ticket submission andissues. Excellent interpersonal skills.Provide telephone customer support for incoming and follow up calls used for initialtroubleshooting.Utilize ServiceNow call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determinecall routing for trouble tickets that cannot be resolved immediately at the Service Desk.Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along withsetup and Microsoft Office 2007. Troubleshoots all other site authorized software with IMOsand users.Creates logon and email accounts using Microsoft Exchange Server and User Manager. ManagesNetwork Services with Server Manager, Print Queue Management and CISCO VMPSAdministration.Works within a small continuous improvement focused team. Tracks and documents workperformed to allow accurate reporting of all Service Desk activities. Completes all tasks andassignments as requested by Supervisors and Management.
