Helpdesk Administrator; Part Time Weekends

Description

Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the internet-based courseware presented via the JKO Learning Content Management System (LCMS).

*** This position is a part time position, with 4 slots within the following Hours of Operation:
Friday’s 2300-Sat 1100;
Sat ;
Sat 2300-Sun 1100; and Sun .

• Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications.
• Will be asked to assist customers with specific courseware issues, as well as account inquiries.
• Serve as liaison between staff and the technology department to resolve issues.
• Must also be capable of documenting actions to be reported to government and contract leadership.
• Perform any group related functions as required.

• Requires an active secret clearance.
• Experience using MS Office products.
• Basic understanding of Java script, Flash, and basic Internet functions, e.g. checking browser for settings on browser.
• Work with staff and customer requires good interpersonal skills. Help-desk personnel will respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
• Must understand how to use portals, Learning Management Systems, etc.
• Must have good verbal and written communications skills.
• Must have poise and confidence to work alone.

• Acceptable Majors:
  Any Technical field at the bachelor’s level is a plus.
• Experience in using the JKO LCMS; prefer a minimum of 2 years JKO JMO experience, and full working knowledge and rights to the JKO LCMS as a Systems Administrator.
• 6 months Help Desk experience (desired), especially if using Remedy or similar ticketing program.
• Experience in training military & civilian personnel via computer based and web-based applications.
• Experience in working with Advanced Distributed Learning.