SERVICE DESK ADMINISTRATOR Job in Kansas City, Missouri US
SERVICE DESK ADMINISTRATOR
This SOW requires two (2) Service Desk Analysts to support the Tier 2 and Tier 3 Service Desk requirements for the eUSMC Enterprise Portal and the Text-based Chat Service to both end users and client organization site administrators while also supporting the activities and deliverables below in the KCITC for all three enclaves (CEITC, SIE and UEITC) Responsibilities Include: Monitor Remedy in all three environments working with users of the tools and submit incident tickets as required to restore the software services, recording all support activities within the BMC Remedy Service Desk toolset. Provide maintenance and support for the User Services capability and supporting documentation. Participate in reviews and provide detailed updates to Standard Operating Procedures, User Guides, and System Administration Manuals for eUSMC Enterprise Portal documentation. Serve as functional specialists supporting one or more clients and unlimited user groups within eUSMC environment and provide the functional administration and overarching eUSMC content management for the high level content within the portal. Administratively add and remove user portal access and permissions through LDAP portal administration. Work with User Services team leads to refine existing functional requirements while maintaining current knowledge of relevant technologies as assigned. Qualifications: Minimum 3 years of experience with direct customer support in a technical environment. Minimum 4 years of experience supporting Portal technology solutions and supporting solutions deployed on the Linux platform. Minimum 2 years of experience supporting solutions utilizing an Oracle Database. Current CompTIA Security + Certification Preferred Additional Skills: Hands-on experience configuring and deploying the Oracle WebCenter, Web Logic Server, Jabber XMP server, Oracle Universal Content Management, and/or other Oracle Fusion Middleware solutions. Experience working within the BMC Remedy Service Desk toolset. Experience working in an ITSM operational environment with foundational knowledge of the following ITIL v3 processes: o Incident Management / Service Desk o Change Management o Configuration Management o Release Deployment Management o Service Catalog Management o Secret Clearance (Active) By submitting your r sum for this position, you understand and agree that Harris Corporation may share your r sum, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions. This position may require the candidate to be able to obtain a security clearance. In order to obtain a clearance you need to be a US Citizen and show proof of citizenship. Requirements: Expertise Technical Education Bachelors (or equivalent work experience) JobType Full Time Locale USA - MO - Kansas City Preferred Language English