As Sr. Service Desk Technician II, you’ll be responsible for overseeing help desk operations and ensuring customer satisfaction. This role focuses on overseeing advanced hardware and software troubleshooting, with specialized expertise required for diagnosing and resolving complex issues on NMCI and Nautilus assets and networks including troubleshooting VLANs and Port activations.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Coordinate and stagger team schedules to guarantee continuous onsite operations and help desk coverage during the required window of 6:00 AM – 6:00 PM ET, Monday through Friday.
• Ensure that every verbal, telephonic, and email request is accurately inputted into the DUSN (M) IT Ticket system, and verify that every open ticket is updated daily.
• Direct the review, triage, and response for incoming incidents ensuring standard tickets are resolved within 4 hours.
• Maintain a current and accurate list of approximately 150 designated VIPs to ensure immediate operational response and ticket resolution within 1 hour.
• Interface directly with multiple enterprise support teams to process seat orders, escalate issues, and manage IT resources.
• Oversee the online scheduling, system configuration, and live troubleshooting for audio-visual conference rooms, while continuously monitoring inventories for non-NMCI hardware and over 1,500 wireless assets.

What you’ll need to succeed:

• Active DoD Secret security clearance
• Bachelor’s Degree from an accredited college or university with 5 years overseeing Service Desk operations, including service request, incident & problem ITIL processes.
• Experience managing a Service Desk supporting 4K+ Users.
• You currently hold an ITILv4 certification.
• Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms.
• Excellent communication and collaboration skills.
• Strong customer service orientation and the ability to build positive relationships with stakeholders.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.

HOURLY RATE: $67,000.00 - $74,000.00

The hourly rate for this position is determined based on qualifications, skills, and relevant experience. The final rate offered will be determined based on several factors including: 

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses