Tier II Service Desk Technician

Description

Position Summary

Flatter, inc. (Flatter) is hiring Tier I/Tier II Service desk Technician to support full lifecycle IT and cyber services required to operate and coordinate for the support, defense, and sustainment of ICBM enterprise IT environments across on-premises, cloud, and hybrid architectures. The Service Desk technician will deliver scalable, resilient, and compliant services that maintain security, availability, and mission readiness as ICBMSD enterprise needs evolve. The Service Desk Technician will provide proactive and reactive support across the functional areas. 

Serves as the single point of contact for IT incidents and service requests across the ICBMSD enterprise. The technician restores service, fulfills routine requests, communicates outage status, and ensures every action and resolution is recorded in the Government-approved service management system.

Essential Duties and Responsibilities

• Receive, classify, prioritize, document, route, and resolve IT incidents and service requests from initial report through closure.

• Apply Government-defined incident priorities based on urgency and mission impact, and process service requests as Standard or Expedited when directed.

• Provide Tier I and Tier II troubleshooting for user access, hardware, software, communications, and common enterprise-service issues.

• Maintain accurate ticket histories that capture user impact, diagnostic steps, actions taken, escalation activity, and the final resolution.

• Provide immediate and continuing situational awareness to the assigned Government lead during significant outages, using the update cadence required for the priority level.

• Route unresolved or specialized issues to the appropriate client support or technical organization and monitor progress through completion.

• Create, validate, and maintain knowledge articles and self-service content that improve first-contact resolution and support end-user self-help.

• Identify recurring incidents and workflow bottlenecks and contribute data and recommendations for service improvement.

Security Compliance and Performance Expectations

• Perform work within authorized Government policies, plans, processes, tools, and environments across on-premises, cloud, and hybrid architectures.

• Protect Government systems and data at the assigned classification and impact level, and maintain the required clearance, special access, privileged-access approval, and DoD 8140/8570-aligned certification.

• Document work, decisions, risks, issues, and resolutions in Government-approved systems and support audits, quality reviews, and monthly status reporting as directed.

• Participate in Government-directed training, modernization initiatives, working groups, surge support, and continuous process improvement activities.

   * This position is in support of a proposal 

Requirements

Required Knowledge Skills and Capabilities

• Knowledge of IT service desk operations, incident management, request fulfillment, escalation, and customer support practices.

• Ability to troubleshoot common endpoint, account, application, peripheral, and network-connectivity issues.

• Ability to communicate technical information clearly to users and provide calm, accurate updates during outages.

• Experience using an automated information system or IT service management platform to manage tickets and knowledge content.