Service Desk Specialist

About Amivero

Amivero’s team of IT professionals delivers digital services that elevate the federal government, whether national security or improved government services. Our human-centered, data-driven approach is focused on truly understanding the environment and the challenge, and reimagining with our customer how outcomes can be achieved.

Our team of technologists leverage modern, agile methods to design and develop equitable, accessible, and innovative data and software services that impact hundreds of millions of people.

As a member of the Amivero team you will use your empathy for a customer’s situation, your passion for service, your energy for solutioning, and your bias towards action to bring modernization to very important, mission-critical, and public service government IT systems.

Special Requirements

• US Citizenship Required to obtain Public Trust
• Program requires support 24x7x365 days a year, must be available to support this schedule

The Gist: Service Desk Specialist Role

Our Service Desk Specialist will provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software. Researches, reproduces, diagnoses, and resolves issues using TEAMS and ServiceNow.

• Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution.
• Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps.
• Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality.
• Develop and maintain knowledge base articles, training materials, and documentation for the help desk team.
• Define and strategize Incident, Knowledge, and Problem management across a large-scale organization.
• Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments.
• Possess and apply a comprehensive knowledge of working with end user business applications/software.
• Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner.
• Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction.
• Lead initiatives to improve help desk processes, efficiency, and customer service quality.

Required Qualifications

• Must hold a Full CBP BI
• Bachelor’s Degree or equivalent experience and minimum 5 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
• Experience using a service desk ticketing system.
• Experience providing advanced support to end-users spanning a variety of application/software issues.
• Experience working with a development team in identifying, researching, and resolving advanced application software issues.
• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.
• Ensuring product quality and timeliness of efforts.
• Demonstrated Incident, Knowledge, and Problem Management
• Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).

Desired Qualifications

• Experience or education with information systems analyst or business analyst work.
• Experience with ServiceNow
• Experience with Problem and Incident Management
• ITIL Certification, other Technical Certifications
• Strong, active listening skills
• CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience
• Experience with Testing

Key skills/competency

• Service Desk
• Tier 2 Support
• Troubleshooting
• ServiceNow
• Incident Management
• Problem Management
• Knowledge Management
• Customer Service
• Application Support
• ITIL