1839 Help Desk II with Security Clearance

2 weeks ago


Montgomery, United States All Points Logistics LLC Full time
*UNITED STATES CITIZENSHIP REQUIRED* DESCRIPTION OF POSITION/DUTIES:
All Points is currently seeking a Computer User Specialist/Helpdesk Technician II/III to support our AF ILS-S contract. This position provides direct support to users and base technicians around the globe for the entire suite of software applications included in ILS-S. Job Responsibilities: * Provide Tier 1/ Tier 2 Help Desk coverage as first line technician servicing customers which comprise of military, civilian, and contractors. * Troubleshoot customer-reported issues, recording information in ITSM and routing to the appropriate maintenance agency * U tilize knowledge base to research known resolutions * Answer customer calls, processes customer emails, and responds to customer-submitted service requests and incidents * Create, maintain, and assign work orders and incidents in Remedy IT Service Mgt. Creates remedy trouble tickets gathered from customer calls, walk-ins, and via self-service ticket system in support of internal and external customers with software, network and system application requests. * Timely assist customers or route calls to assign Help Desk Specialist to support and respond to customer issues. * Maintains and updates records. * Able to work independently and in a team environment. This position requires the ability to independently prioritize work and handle numerous tasks simultaneously in a fast-paced environment. Must be able to keep continuous work flow with little to no supervision. EDUCATION: * High school diploma, and 5 years related experience, OR Associate's degree YEARS OF EXPERIENCE: * 3-5 years SKILLS/ CERTIFICATIONS: * Candidate should have skills in the use of Microsoft Office applications and SQL ; Operating Systems (OS) Certification (Windows 11 OS, etc.) preferred * Remedy processes experience * Customer Service experience * Possesses a current CAC is desirable. SECURITY CLEARANCE: * UNITED STATES CITIZENSHIP REQUIRED * Public Trust/NACI/Badging Positions with All Points are Full-time, Direct, and we offer a full benefit package. For more information, please visit our Career Portal. https://www.allpointsllc.com/careers/ ALL POINTS IS AN EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION EMPLOYER

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