Help Desk Support Specialist - LMP

Job description

IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

Bottom line? We outthink ordinary. Discover what you can do at IBM.

The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.

As part of the Logistics Modernization Program (LMP) Help Desk, incumbent will be responsible for fielding user communication, creating and documenting tickets, troubleshooting, and escalation. This includes:

·  Initial support and analysis for correct classification.
·  Ticket ownership, monitoring, tracking and communication.
·  Resolution and recovery of incidents not assigned to second tier support.
·  Closure of incidents.
·  Monitoring the status and progress towards resolution of assigned incidents.
·  Communication to relevant parties on incident progress.

You are responsible to abide by standard Service Desk policy and process, including shift scheduling and performance metrics. You'll also receive your initial training Monday through Friday, 0800-1630. After training is complete, you will be assigned a shift in a 24x7x365 environment based on project needs and performance.

This position is located in Chambersburg, PA.

Benefits

Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.

·  http://www-01.ibm.com/employment/us/benefits/
·  https://www-03.ibm.com/press/us/en/pressrelease/50744.wss

Career growth

Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:

·  Skill development: helping our employees grow their foundational skills
·  Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee's strengths and career aspirations
·  Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

Corporate citizenship

With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!

·  http://www.ibm.com/ibm/responsibility/initiatives.html
·  http://www.ibm.com/ibm/responsibility/

(2252) pshj

Auto req ID

196860BR
Required Education

High School Diploma/GED
Role ( Job Role )

Technical Support Professional
State / Province

PENNSYLVANIA
Primary job category

Software Development & Support
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

CAMP HILL
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  1+ year of service/help desk or customer service support.
·  Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software.
·  Ability to obtain and maintain a DoD Secret clearance.
Country/Region

United States
Preferred Technical and Professional Experience

·  Active DoD Secret clearance.
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

·  US Citizenship
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
New Collar Role

Yes