Help Desk Support; Tier 1

Description

The Advanced Battle Management System (ABMS) Program currently has an opening for a Help Desk Specialist (Tier
1) to work in our Orlando, FL office. This is an exciting opportunity to use your experience to support a program which is a top modernization priority for the Department of the Air Force (DAF) and will be the backbone of a network‑centric approach to battle management in partnership with all the services across the Department of War. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier‑based issues.

The help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.

Orlando, FL

• Works to achieve day‑to‑day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.
• Resolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.
• Communicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.
• Has substantial understanding of job requirements and overall function.
• Receive, manage and respond to Help Desk calls supporting the current contract.
• Provides Service Desk support to end users on a variety of issues.
• Identifies, researches, and resolves problems.
• Ability to diagnose data communications problems.
• Responds to telephone calls, email and personnel requests.
• Document, track and monitor problem(s) to ensure a timely resolution.
• Schedule testing events with customers.
• Enter Help Desk tickets accurately and grammatically correct in Help Desk tools.
• Ability to research and/or contact sources for information to respond to customer needs.
• Communicate well with Executives, Managers, Peers, and Customers.
• Support and sustain Air Force Advanced Battle Management System.
• Work with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management.
• Support tickets and manage incidents, service requests, and problems through their full life cycle.
• Perform incident analysis to determine possible cause and potential fix.
• Develop, implement, and monitor policies and standards for allocation related to the use of computing resources.
• Work under little to no supervision, providing solutions to high‑level technical problems of system‑wide scope or complexity.
• Document status updates and communicate to necessary parties.
• Document troubleshooting steps and knowledge articles for Help Desk team.
• Ability to learn customer support essentials to provide Tier 1 level support to customers.
• Demonstrate consistent active listening skills.
• Escalate more complex issues.
• Generate reports from the Help Desk tools.
• Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.
• Willingness to work outside of normal business hours to support events.

• BS degree in Information Technology, Computer Science, or technical related field with at least 1 year of relevant helpdesk experience. Additional years of experience may be considered in lieu of degree.
• Active and current Secret clearance is required.
• CompTIA Security+ or equivalent DoD 8140 Intermediate certification is required.
• Must have a desire to learn and work within a team environment and have at least 1 year of experience in an organization supporting a US Government/program.
• Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
• Experience in handling sensitive data for commercial and/or government customers.

• Hands‑on experience with PC Applications – M365.
• Experience as a customer service/help desk agent.
• Experience in call‑taking.
• Experience in working with US government customers.

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