Service Desk Manager (On-Site - REF1836G)

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Position Overview:

• Provides USSF SpOC EIS NIPRNet and SIPRNet Service Desk support for approximately 14,000 end-users for USSF EIS application issues, sites, and permissions.
• Provides EIS Service Desk support to USSF organizations and users.
• Provides Tier 0 and 1 support for NIPRNet and SIPRNet SharePoint, as well as NIPRNet and SIPRNet ETMS2 for USSF Users.
• Provides Tier 1 support for USSF users of the AFNet SharePoint site.
• Provides customer support with access to USSF SharePoint and records Service Desk tickets in a SharePoint-based ticketing system.

Primary Duties & Responsibilities:

• Assists customers with troubleshooting and resolving SharePoint issues and problems.
• Assists USSF customers with all other SharePoint tools.
• Documents all calls and emails for assistance in the appropriate SharePoint Trouble Ticket Tracker.
• Responds to all NIPRNet telephone calls, voicemails, and/or emails within 1 hour for NIPRNet and 2 hours for SIPRNet during duty hours or within 2 hours of the beginning of the next duty day.
• Assists customers with troubleshooting and resolving ETMS2 issues on SIPRNet and NIPRNet.
• Assists with ETMS2 account setup for NIPRNet and SIPRNet.
• Obtains customers' ETMS2 licensed user credentials on NIPRNet and SIPRNet ETMS2 sites as needed.

Experience:

• Experience with SIPRNet/NIPRNet, SharePoint,and TMT platforms.
• Strong troubleshooting, communication, and time-management skills.

Highly Desired Skills:

• Must have excellent telephone skills and possess excellent time management skills.
• In-depth knowledge of the USSF SharePoint-based environments sites and tools.
• Ability to effectively communicate technical issues and status with all levels of military and civilian personnel within the USSF.

Education/Certifications:

• Bachelor's degree in Computer Science, Systems Analysis, or related field and 5+ years of relevant experience(Substitutions: Associate's degree + 8 years OR HS diploma + 10 years experience).
• DoD 8570 IAT Level II Certification (e.g., CompTIA Security+ CE)
• SharePoint System Administration Certificate of Training

Clearance Requirements:

• Active Secret Clearance is required to be considered for the position.
• Must be a US Citizen.

Starting salary range:

• $85,000 - $103,000 annually, depending on experience.

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.