Required Skills & Experience: SMQ #1 At least two (2) years of FTE experience providing ITSM technical support on a service desk for an enterprise IT organization(s) of at least 5,000 end users. SMQ #2 At least one (1) year of FTE experience using AWS Connect and Salesforce Service Coud Voice as a service desk tool. SMQ #3 Possession of a current Information Technology Infrastructure Library (ITIL) Certification.