Help Desk Tech

AFRL PRsISM – Help Desk Tech

The Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate answers and information. The role requires an IT background so the incumbent can assist customers in troubleshooting and resolving problems. Support is governed by Service Level Agreements with the customer. The ability to interface well with customers at various levels of seniority in a variety of fields is essential, as are excellent written and verbal communication skills.

The individual should adapt well to diverse environments and work collaboratively in a dynamic team setting.

• Answer user calls to provide general user support related to IT equipment or other needs.
• Create, update and close out help desk tickets.
• Work with other Tier 1 Support staff to ensure proper hand‑off of tickets for prompt resolution.
• Maintain required documentation of Tier 1 processes and SOPs.
• Familiarity with Windows operating system and Outlook email.
• Familiarity with creating/updating Remedy tickets is preferred.

Applicant must possess refined critical thinking skills, be a self‑starter, capable of directing activities of other team members, diplomatic, multi‑task capable, adaptive to a dynamic environment, dependable and reliable. Prior experience in a government consulting services environment is preferred.

Secret clearance is required. Minimum DoD 8570 IAT-II + CE certification required.