IT HelpDesk Support

IT HelpDesk Support Tech Army - 5.0 Tallahassee, FL Job Details Full-time | Contract 1 day ago Qualifications Live chat Knowledge management IT system monitoring IT service management Data reporting Mid-level Incident response Continuous improvement Customer support ticket management ServiceNow Systems & applications support Nagios Escalation handling Active Directory management Analytics VPN Full Job Description

INTERVIEW

= Onsite / Virtual

JOB TYPE

=

Onsite Job Description:

" Providing Tier 1 and Tier 2 Service Desk support during after-hours periods (evenings, nights, weekends, and holidays) " Supporting multiple intake channels, including phone, email, chat, and self-service portal " Ensuring all tickets are created, updated, and maintained within ServiceNow as the system of record " Delivering consistent incident response, triage, and resolution aligned with defined SLAs " Performing effective escalation to internal teams, on-call personnel, and third-party vendors " Supporting Major Incident Management during after-hours periods " Maintaining high-quality ticket documentation and knowledge capture " Ensuring secure handling of systems and data in CJIS-regulated environments " Providing a consistent and professional end-user experience " Enabling seamless handoff between after-hours and daytime support teams " Supporting knowledge management and continuous improvement initiatives " Providing reporting, analytics, and actionable performance insights Tier 1 Resolution Scope Currently Resolved at Tier 1 after hours " Active Directory password resets and account unlocks " New user account enablement "

CDC/OBIS

password resets and account unsuspension " Outage intake and escalation to on-call teams " Monitoring verification (e.g., Nagios checks) Optional / Limited Scope " Basic software troubleshooting " Basic VPN troubleshooting " Network printer installation " OBIS printer regeneration

ITSM Platform:

ServiceNow "

Security Requirement:

CJIS-compliant personnel and operations