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S4 Inc. Help Desk/Shift Operator in Colorado Springs, Colorado

Help Desk/Shift Operator

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  • Colorado Springs, CO, USA

  • Commensurate with experience

  • Full Time

  • Secret

    Comprehensive benefits package with 401k

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    Job Title: Help Desk/Shift Operator

    Work Location: Annapolis Junction and Colorado Springs, CO

    Clearance: Current/active DoD Secret Clearance and TSA suitability

    Education & Experience: Bachelor's degree in related field or 3+ years related experience in a technical field in lieu of a degree

    Schedule: Rotating shifts covering 24 x 7 x 365 work schedule

    Travel: Occasional

    Salary: Commensurate with experience

    Job Listing Number: CO20011

    LCAT: Help Desk Tier I/Shift Operator Level 1


    The qualified candidate will become part of the team working at our customer's site as an Operations Support Center (OSC) Shift Operator performing activities related to IT Service Support, IT Help Desk, Data Processing and IT Technical Support. This position is staffed and supported by rotating shifts to cover a 24 hour, 7 days a week, 365 days per year schedule.

    Duties and Responsibilities:

    This position will routinely perform activities associated with IT customer support, including but not limited to:

  • Phone call triage

  • Email triage

  • Incident and service request ticket creation, updating and closure

  • Manual uploading of data into the systems

  • Creation and transmission of daily and ad hoc reports

  • Assist with bridge/conference calls

  • Initial troubleshooting of IT and non-IT related issues

  • Process User Access Requests for all systems

  • Facilities checks

  • Consolidate and post daily shift logs

  • Meeting Service Level Agreements (SLA's)

  • Assist with editing of Standard Operating Procedures and other supporting documentation

  • Unlocking accounts and/or resetting passwords

    Minimum Qualifications:

  • The ideal candidate will be able to demonstrate the ability to work independently and/or as part of a team and have proven investigative, research and/or analysis abilities.

  • Prior experience in customer service or call center environment

  • Strong oral and written communication skills.

  • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues.

  • Ability to assist with maintaining documentation reflecting the current operational environment.

  • Team player with strong interpersonal skills

    Preferred Qualifications:

  • Knowledgeable with Remedy Incident Management

  • Strong technical knowledge in troubleshooting Windows workstation and customer application problems

  • Ability to work on individual tasks, as well as team oriented tasks

  • Ability to prioritize competing priorities

  • Ability to work under a cross-matrix management structure

    To apply to this position please go to and click on Careers to complete and an employment application and to upload your resume.

    S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off. We are an Equal Opportunity Employer including Vets/Disabled. S4 participates in the E-Verify employment verification program. If you are looking for a challenging and rewarding position, then we invite you to submit your resume. Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times

    If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation ( .

    S4 Inc.