Help Desk Technician

JOB DESCRIPTION

Position:  Help Desk Technician 

Position Summary:

Our company is seeking a Help Desk Technician to provide support for the production environments and possess working knowledge of the fundamental operations of relevant software, hardware, and networks for the production systems.  The position requires experience in call-tracking applications and training in customer service.  Remedy is currently used as the trouble ticket tracking system.

HQ AMC's mission is to provide integrated Command, Control, Communications, and Computer Information (C4I) systems and manage strategic C4I resources in support of AMC’s global air mobility mission.  HQ AMC requires technical and support task services that enable the operational functionality and readiness state of the systems, infrastructure, and services that satisfy the HQ AMC mission for the  Mobility Air Force (MAF) C2 Business Systems, projects, applications, and infrastructures.

Clearance Requirement:  Active DoD - Secret

DUTIES AND RESPONSIBILITIES:

• Respond to requests for technical assistance, via phone, electronically, and in person.
• Follow help desk procedures relating to system status, reporting, and administration.
• Coordinate the updates to the Automated Call Distributing System (ACD) call routing menu to ensure calls are accurately routed to the appropriate location.
• Manage and respond to all trouble tickets.
• Create, change, and delete user accounts.
• Password issuance and resets, user authentication provisioning, and support.
• Monitor account usage to lock and delete accounts based on current security regulations and/or individual program guidance.
• Advise user on appropriate action, redirect problems to appropriate resources, identify and escalate situations requiring urgent attention.
• Administer, maintain, and modernize automated tools required to sustain Help Desk operations.

COMPETENCIES:

• Excellent problem-solving and critical-thinking skills.
• Strong interpersonal relationship skills.
• Ability to follow policies and procedures.
• Ability to clearly communicate to users that lack understanding of common technological language/terminology.
• Aptitude to address negative situations and resolve them in a positive manner.

Education and Certification Requirements:

• IAT Level I (A+ or Network+ preferred)
• High School

Background and Experience:

• 4+ years of experience
• Experience with Remedy Ticketing system

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• General office environment.  Work is generally sedentary in nature but may require movement about the office for up to 10% of the time.  The working environment is generally favorable.  Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within an office environment, with standard office equipment available.
• Contractor site with 0-10% travel possible
• Possible off-hours work to support releases and outages
• Occasional movement of small articles up to 10lbs
• Must be able to remain in a stationary position 50% of the time
• Continually operates a computer and other office productivity machinery
• Occasionally required to move self in different positions to accomplish tasks in various environments including tight and confined spaces
• Continually required to communicate information and ideas so others will understand
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity Veterans/Disabled