Help Desk Specialist

1 month ago

Macon, United States Teksouth Full time

Teksouth is seeking skilled help desk personnel to provide technical support onsite at Warner Robins AFB, GA. Candidates must have an active secret clearance.


The Help Desk Specialist will answer, evaluate, and prioritize incoming telephone, voicemail, and e-mail communication, as well as in-person requests for assistance from users experiencing problems with supported AFRC FM software, networking, and other application-related technologies.


You will support Air Force Reserve Command (AFRC) military and civilian personnel by utilizing the necessary tools to ensure service interruptions to customers and service requests are resolved quickly and efficiently.


Service Desk Team members will provide multi-tiered customer service:

Tier 0 (Customer self-service)

Tier 1 (Basic knowledge-based troubleshooting)

Tier 2 (Intermediate knowledge-based troubleshooting)


NOTE: Some weekend work (once monthly) will be required in support of military reservists with their UTA weekends and other AFRC-related activities.

NOTE: Issues beyond the scope of Tier 2 troubleshooting will be escalated to system/database/application administration (Tier 3/4) as needed. Further escalation to vendors and/or infrastructure providers may be required.


RESPONSIBILITIES

Investigates and resolves software and hardware problems of computer users by performing the following duties that consist of, but are not limited to:

  • Responsible for technical support to Air Force Reserve Command (AFRC) military members, for the FM applications portfolio.
  • Answers, evaluates, and prioritizes incoming emails and phone calls for assistance from users experiencing problems with supported FM applications software, networking, and other application-related technologies.
  • Work with the customer to resolve problems (must have a working knowledge of system functionality)
  • Document, track, and monitor problems to ensure timely resolution.
  • Open, update, and close trouble tickets
  • Follow instructions and pre-established guidelines to perform job functions.
  • Primary job functions typically require exercising independent judgment.
  • Serve as point of contact for troubleshooting supported FM applications and related technical issues.
  • Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to the supervisor or higher technical staff.
  • Logs and tracks calls using a problem management database (JIRA)
  • May assist with software testing.
  • May provide user training.
  • Meet deadlines and adapt to changing task requirements.
  • Perform other duties as assigned by the manager.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


QUALIFICATIONS

  • Must have and maintain a Secret security clearance.
  • BS/BA degree and a minimum of seven (7) years of relevant experience; OR an associate degree and/or certification or equivalent from a two-year College or technical school. Relevant experience may be considered as a substitute for education.
  • A minimum of ten (10) years of experience in an IT-related helpdesk support role, or Experience with providing support with problem resolution and helping users in situations ranging from simple user training on systems, password, or username issues, to more complex communications and system problems
  • Exhibits an advanced knowledge of MS Office suite of products (required)
  • Working knowledge defect tracking tools (JIRA)
  • Strong Customer Relations Skills, and ability to communicate effectively in oral and written form.


Teksouth is an employee-owned company. We offer a competitive salary and benefits package, including medical, dental, and vision insurance, a 401(k) match, and paid time off.


Teksouth values and engages the diversity of its teammates, customers, and business partners.


EOE race/color/sex/sexual orientation/gender identity/disability/vet


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