Help Desk Support

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Requirements:

• High school diploma or GED.
• Junior level: HS + 4 years of experience or Bachelor’s + 1 year of experience.
• Journeyman level: HS + 8 years of experience or BS + 3 years of experience.
• Senior level: BS + 7 years of experience or MS + 3 years.
• Proven experience with Tier II and III support, troubleshooting hardware and software issues, operating systems, and network configurations.
• Excellent verbal and written communication skills.
• Customer-focused mindset with a commitment to high-quality support.
• Experience with tools: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite.
• Certifications: Technical Support Specialist-Intermediate per DoD 8140.03M.
• Active DoD Secret Clearance.
• US Citizenship is Required.
• Desired qualifications include knowledge of DoD cargo movement and AF vehicle fleet management processes.

Responsibilities:

• Deliver comprehensive technical assistance for the Enterprise Logistics Readiness Portfolio and Cargo Personnel Movement Systems.
• Provide expert Tier II and III support to resolve complex technical issues.
• Monitor discrepancy reports and provide possible workarounds.
• Document problem resolutions and provide a monthly analysis report.
• Develop and maintain problem resolution solution sets for software defects.
• Research and provide coordinated resolutions for software, procedural, and connectivity issues.
• Write query scripts to retrieve information and provide reports.
• Review and provide inputs to software designs.
• Assist in identifying and troubleshooting compatibility issues.
• Support Help Desk Level II escalations to Level III.
• Coordinate with the Defense Automatic Addressing System to resolve operational issues.