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Encantado
Senior Help Desk Specialist
Join Encantado in Albuquerque as a Senior Help Desk Specialist. Leverage ServiceNow skills to manage support tickets, enhance customer service, and drive solutions.
Consulting
Senior
ServiceNow Role Type:
ServiceNow Modules:
Customer Service Management
IT Service Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Customer Service Management
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
March 12, 2025
Our department has a mission to deliver next-generation software solutions based on emerging technologies that can easily adapt to changing business needs. We architect, design, and develop software solutions that solve complex business problems across the National Laboratories.
Requirements
- AA/AS IT Degree
- 2 years of related experience
- US Citizenship
- Ability to obtain and maintain a U.S. Department of Energy Q security clearance
- Practical experience in support roles
- Familiarity with at least one ITSM platform (preferably ServiceNow)
- Understanding of Customer Service Management Principles
- Experience in handling complex, escalated support tickets
- Ability to efficiently manage support tickets
- Experience in building partnerships across teams
- Quality assurance mindset with a focus on continual improvement
- Skill in root cause analysis and implementing long-term solutions to recurring problems
- Strong ability and enthusiasm to learn and expand technical skills
- Commitment to customer satisfaction and excellent communication skills
- Proficient technical writing abilities with meticulous attention to detail
- Reliable follow-through on tasks and projects
Benefits
- Clear opportunities for advancement
- Comprehensive benefit packages
Requirements Summary
2 years of experience in IT and AA/AS IT Degree, US Citizenship, and Security clearance
