Description:Our employees are the core of everything we do, and they are helping the future arrive. As a leading technology innovation company, our team of over 100,000 people works with partners around the world to bring proven performance to our customers' toughest challenges. Headquartered in Bethesda, MD, Lockheed Martin has employees based in all 50 states and more than 570 facilities that span 70 countries.
To be successful in this role the selected candidate will be responsible for insuring the business process and rhythms are upheld for the dispensation of asset requests, reduction, and tracking through the usage of the LM Service Now system. The employee will need to communicate effectively the ongoing workload, risks, and resolve complex deskside environment problems in use within the business entity. The ideal selected candidate will use the agile method of implementation, seek out improvements in current processes, and find new technologies and techniques to improve performance and delivery of services as needed.
This position supports the End User Services team working in the deskside environment for the Rotary and Mission Systems business area.
This position is open to US citizens and is located in the Bothell LM Facility in Washington State.
Responsibilities include but are not limited to:
Successful interaction and teaming with IT team members, management and site customers on technical issues.
Applying technical expertise and teaming with other resources to develop and implement technical solutions to a wide range of complex problems.
Works with a sense of urgency and exceptional customer service skills
Provides daily written updates on status of current tickets, open issues and projects
Responsible for accurate tracking of all assets supported by End User Services
Performs troubleshooting of supported desktop, iphone, and supported End User Services (EUX) offerings
Experience in an IT customer service environment supporting Windows desktop and high-end engineering tools.
Possess proficient technical knowledge of HP Desktop Hardware configuration, Microsoft Windows 7/10, MS Office Applications (Office 365), Mac Support, Mobile Device Management (AirWatch), iOS, SCCM, Active Directory
Experience with ITSM tracking systems and process
Comprehensive knowledge and experience providing advanced troubleshooting issues in the desktop environment
Experience with change management, problem management and asset tracking
Ability to provide after hours/on call support
Familiarity with Lockheed Martin policies and procedures.
Knowledge of the Rotary and Mission Systems (RMS) business
2 - 5 years providing customer service/IT support
Experience supporting TCP/IP networks, LAN/WAN administration, and wireless networking
Experience working in a virtual environment / with a geographically dispersed team
Break\fix hardware repair work on modern Dell\HP laptop and desktop models
Experience using the agile framework in an operational support capacity
Experience with Service Now incident tracking
Lockheed Martin Corporation