Job Description

Centuria is seeking a Helpdesk Systems Administrator to provide Tier II support, manage on-call rotations, and resolve IT incidents within an enterprise environment. The role involves utilizing ticketing systems, maintaining a knowledge base, and coordinating with various teams to ensure system compliance and efficient issue resolution.

Responsibilities

• Provide Tier II support via call center
• Manage 24/7 on-call rotation for critical tickets
• Utilize BMC Remedy for incident documentation
• Investigate, diagnose, and resolve IT issues
• Prioritize incidents based on urgency and impact
• Update and maintain the EITSM knowledge base
• Perform problem management tasks
• Coordinate with various IT teams

Requirements

• Bachelor’s degree in a related technical discipline (preferred)
• Active DoD Secret Clearance
• IAT II Certification (CompTIA Security+ or equivalent)
• ITIL v3 Certification or newer
• 3-5 years of IT troubleshooting experience
• Experience in IT Customer Service
• Experience with ticketing systems
• Experience with ITIL helpdesk methodologies
• Experience utilizing an ACD call center system

Benefits

• No benefits