Service Desk Support (Mid)

What Your Day-To-Day Looks Like (Position Responsibilities):

• Provide Tier 1 and Tier 2 technical support to Sentinel users via ticketing systems, email, and chat, ensuring high levels of customer service and responsiveness.
• Monitor and triage service desk tickets within SLAs using Service Manager (or similar ITSM platform); prioritize, route, and resolve issues or escalate when necessary.
• Troubleshoot issues related to user access, account configuration, system performance, and application-level errors.
• Support onboarding and access provisioning activities, including user permissions, authentication processes, and basic role configuration.
• Respond to and resolve incidents across three operational enclaves, including after-hours support for mission-critical issues.
• Assist in maintaining operational readiness of Sentinel environments by coordinating closely with DevOps, Infrastructure, and Security teams.
• Provide support for audit and compliance-related requests by gathering system usage data and logs.
• Contribute to knowledge base articles, user guides, and documentation in Confluence to aid in self-service and knowledge transfer.
• Collaborate with Agile SCRUM teams to relay user-reported issues, support UAT efforts, and provide input on system improvements based on user feedback.
• Support software deployment and patching cycles by helping test and validate updates in production and staging environments.

What You Need to Succeed (Minimum Requirements):

• 5+ years of experience providing technical support in a service desk or help desk environment, preferably in a federal or high-security environment.
• Familiarity with incident and service request management tools (e.g., ServiceNow, JIRA Service Desk, Service Manager).
• Experience troubleshooting issues in enterprise environments with technologies such as AWS, Microsoft Azure, or other cloud platforms.
• Basic understanding of DevOps tools and platforms such as GitLab, Jenkins, Terraform, and Ansible.
• Familiarity with monitoring and logging tools like Splunk to identify and escalate system or application-level anomalies.
• Ability to understand and communicate technical issues to both technical and non-technical users.
• Strong written and verbal communication skills, with attention to documentation and process.