Service Desk Specialist - Intermediate

• May 2020 - Present

Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics & troubleshooting, and resolving issues on unclassified and classified office information systems. Collect and enter service desk information (e.g., event, incident, request fulfillment) into BMC Remedy – ITSM tools. Account management and password services via US Transcom specific systems and Active Directory to include creation of accounts, issuance of… Show more Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics & troubleshooting, and resolving issues on unclassified and classified office information systems. Collect and enter service desk information (e.g., event, incident, request fulfillment) into BMC Remedy – ITSM tools. Account management and password services via US Transcom specific systems and Active Directory to include creation of accounts, issuance of passwords and resetting locked user accounts. Provide access control to systems IAW US Transcom published security policy. Work 1-on-1 with users directly and remotely to fix computer issues, deploy new software, and troubleshoot issues. Show less Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics & troubleshooting, and resolving issues on unclassified and classified office information systems. Collect and enter service desk information (e.g., event, incident, request fulfillment) into BMC Remedy – ITSM tools. Account management and password services via US Transcom specific systems and Active Directory to include creation of accounts, issuance of… Show more Answering calls, executing request fulfillment actions, providing functional user support, training issues, initial diagnostics & troubleshooting, and resolving issues on unclassified and classified office information systems. Collect and enter service desk information (e.g., event, incident, request fulfillment) into BMC Remedy – ITSM tools. Account management and password services via US Transcom specific systems and Active Directory to include creation of accounts, issuance of passwords and resetting locked user accounts. Provide access control to systems IAW US Transcom published security policy. Work 1-on-1 with users directly and remotely to fix computer issues, deploy new software, and troubleshoot issues. Show less