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Service Desk Specialist
Job Code:2018-P2S-047
Location:Livermore, CA
Division:National Security - 1.4.3
Duration:Direct Hire
  

Job Responsibilities:

 

 




Position:  Service Desk Specialist                                                 

Division:   National Security Division

Duration:  Direct Hire

Location:  Livermore, CA

 

Company Description: 

Professional Project Services Inc. has upcoming opportunity for a Service Desk Specialist (Direct Hire) position at our offices in Livermore, CA.  Please submit resumes via the web page link below.  

 

Professional Project Services, Inc. (Pro2Serve®) is a nationally-recognized technical and engineering services firm dedicated to providing critical infrastructure engineering services in support of our Nation’s security. Using a disciplined systems engineering approach that is supported by an innovative software toolset, Pro2Serve provides solutions to improve the effectiveness and efficiency of our government and private clients. We support the defense,energy, and science markets through responsive, cost-effective execution of critical security, facilities and infrastructure, nuclear defense and nonproliferation, and environmental projects.

 

Job Description:

This position is located at the Lawrence Livermore National Laboratory.

The S&P Service Desk Specialist (Tier 1 Support) serves as the first point of contact between S&P support and the customer.Responsible for answering questions and resolving S&P system problems for S&P customers. Operating within the Information Technology Infrastructure Library (ITIL) incident management process, the service desk specialist manages all incidents- emergency support, routine support, and service requests.


Responsibilities include:

  • Answers customer inquirers via phone and email regarding the Argus/IVAS system operations to resolve problems.
  • Opens, tracks, and closes incidents tickets in the incident tracking system.
  • Walks the customer through a series of steps to determine problem nature and priority level
  • Collects and analyzes related information/resolutions with workarounds or escalation.
  • Provides first level incident resolution.
  • Analyses, troubleshoots and researches problems by acquiring knowledge through reading incident tickets, reviewing technical documents, and by working with other service desk specialist, developers, engineers, and managers.
  • Escalates incident to domain specialists to diagnose problem which requires subject matter expertise.
  • Retains ownership of the incident and manages it until it is resolved to a customer satisfaction; monitors the status and tracks progress towards resolution.
  • Ensures all communications regarding the incidents within S&P and the customer, as well as internal communications between S&P staff.
  • Reports on incident status and resolution via reports.
  • Performs all other customer support related duties as assigned or requested.

 

Job Requirements:

  • Employee will use their 0 to 3 plus years of Software development experience with software determined by the company or client.  Must have an A.S. Degree or B.S. Degree Computer Science or Information Technology from as accredited school/university. Years of experience may be substituted for education.
  • Excellent verbal and written communication skills, particularly phone and email correspondences.
  • Ability to communicate, write clearly and document requests / problems / issues to co-workers.
  • Ability to listen to and understand customer issues and respond appropriately.
  • Personal track record of being thorough, courteous and responsive in customer service.
  • Ability to analyze information and use logic to address client issues and problems.
  • Ability to calmly manage difficult or emotional customer situations.
  • Eagerness to quickly achieve a high level of understanding of the systems and configuration options.
  • Ability to work independently and as part of a team.
  • Must work on-site (Lawrence Livermore National Laboratory).

Desired Skills:

  • Strong analytical & organizational skills.
  • Knowledge of Argus Security System/IVAS hardware and software.
  • Active DOE Q clearance desired.

 

Duration:
Direct Hire

 

Federal Government Clearance:

This position may require the ability to obtain a government clearance. This position may require reviews and test for absence of any illegal drugs along with a background investigation by the Federal government in order to obtain an access authorization prior to employment, and may require subsequent reinvestigations may be required.

 

EEO Employer:

Affirmative Action Employer—M/F/Vet/Disab/LGBT

 

Benefits:

Pro2Serve’sbenefits package was carefully designed to meet the needs of our employees and their families.

 

These benefits include:

  • Major Medical Plan with Prescription Card, Dental Plan, Vision, and Disability Insurance
  • Retirement Plan 401(k)
  • Employee Stock Ownership Program (ESOP)
  • Comprehensive Leave
  • Holidays  

Pay Rate:
Please submit salary or hourly rate requirements along with resume or in a cover letter.

 

Job location:

Livermore, CA area

Please submit resumes via the web page link.

 

If you meet the above requirements/qualifications, please click the Apply Now button to submit your resume to be considered for this position, as well as added to our national database. We look forward to talking with candidates who have the requisite skills and experience level.