Job Description
Job Description
Job Summary:
World Services is seeking a skilled and experienced Enterprise Services Desk Specialist II with 5+ years of mid- to senior-level experience to provide Tier 2 technical support for enterprise systems and cloud environments, including M365, Azure, AWS, and Google platforms. This full-time role requires delivering advanced help desk support for IT hardware, software systems, and applications, ensuring that issues are accurately tracked and resolved within the customer’s Service Level Agreement (SLA) requirements, and providing mentorship to junior support staff.
Key Responsibilities:
-
Tier 2 Support: Provide technical expertise in troubleshooting and resolving issues within enterprise systems, standard desktop software applications, including Microsoft Office 365 Applications, VPN software, other agency’s applications, and cloud platforms, including M365, Azure, AWS, and Google.
-
Help Desk Management: Accurately record, track, and manage calls and service requests using help desk ticketing systems, ensuring efficient and timely resolution.
-
Hardware and Software Support: Offer remote and on-site support for IT hardware (desktops, laptops, tablets, mobile devices) and enterprise software applications.
-
Cloud Systems Expertise: Act as the go-to specialist for cloud system issues, providing in-depth support for Microsoft 365, Azure, and AWS environments.
-
Supervision and Guidance: Provide leadership and guidance to junior help desk staff, ensuring they are supported and maintaining high levels of performance and customer service.
-
Documentation and Reporting: Maintain detailed logs of all support requests and resolutions, contributing to a knowledge base for future use.
Required Qualifications:
-
Must have experience supporting individuals with disabilities including visual impairment.
-
Minimum 5 years of experience as an Enterprise Services Desk Specialist, providing Tier 2 support for enterprise systems.
-
ITIL v4 Foundations Certification
-
Experience in cloud-based environments (e.g., M365, Azure, AWS, Google platforms).
-
Strong understanding of IT hardware, software, and network systems.
-
Experience using help desk ticketing systems to manage and document technical issues, including ServiceNow or similar IT service management platforms.
-
Public Trust Clearance or the ability to obtain one.
-
Excellent communication and documentation skills.
Location: Washington, DC - On Location
Experience Level: Mid to Senior Level (5+ years of experience)
Position Type: Full-Time
Work Hours: between the hours of 7:00 AM to 6:00 PM (Eastern) with potential on-call support for high-priority incidents. Monday through Friday excluding Federal holidays
Benefits: 401(k)
-
Dental insurance
-
Health insurance
-
Paid time off
-
Professional development assistance
-
Vision insurance
Company DescriptionWorld Services, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Alexandria, Virginia. We offer a wide variety of IT services to support enterprises at every level. These include Management Consulting, Cloud Architecture, Software Development, Agile Implementation, Data Science and Analytics, Systems Engineering, Augmented Reality, and Cyber Security services. World Services commitment to a quality delivery of technology and services is backed by the ISO 9000 certified and CMMI Level 3 in Services and Development to ensure a quality framework of policies, tools, and procedures. This is one of the factors that allow our company as a ISO certified and CMMI Level 3 rated small business to deliver consistent, scalable solutions to the Federal, State and Local Government, healthcare, and commercial clients. Our quality processes ensure our customers receive shorter lead time, delivery reliability, and consistent, high-quality services and products.
Company Description
World Services, LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Alexandria, Virginia. We offer a wide variety of IT services to support enterprises at every level. These include Management Consulting, Cloud Architecture, Software Development, Agile Implementation, Data Science and Analytics, Systems Engineering, Augmented Reality, and Cyber Security services. World Services commitment to a quality delivery of technology and services is backed by the ISO 9000 certified and CMMI Level 3 in Services and Development to ensure a quality framework of policies, tools, and procedures. This is one of the factors that allow our company as a ISO certified and CMMI Level 3 rated small business to deliver consistent, scalable solutions to the Federal, State and Local Government, healthcare, and commercial clients. Our quality processes ensure our customers receive shorter lead time, delivery reliability, and consistent, high-quality services and products.