Helpdesk Analyst

ASRC Federal is seeking a Help Desk Analyst to join our team in supporting NASA IT Services through Tier 1 call resolution, issue triage and assignment to Tier 2 support, conference room scheduling, employee directory updates, and telephone operator responsibilities.

This role is located at NASA Armstrong Flight Research Center on Edwards Air Force Base, near Palmdale/Lancaster, CA. As a part of this team, you will be required to work a 9/80 schedule with typical hours of 7:30am-5:00pm in a hybrid telework environment.

**Responsibilities**:

- Provide conference room scheduling services; coordinate customer audio/visual and room configuration requirements.
- Provide Operator service for the AFRC main phone line. Redirect callers as needed to the correct person/office.
- Submit tickets in support of on/off-boarding of employees.
- Maintain internal Knowledge Base articles.
- Effectively communicate with a wide range of customers from technicians to users, including senior leadership.

**Requirements**:

- Associate degree in Computer Science or a related field with at least 2 years of related experience. 4 years of experience may be substituted for the degree requirement.
- Must be a US citizen.
- Experience working in a call center environment.
- Ability to work effectively as part of a team.
- Ability to clearly make announcements via a public address system.
- Good communication skills, both verbal and written.
- Excellent customer service skills.

**Desired Skills**:

- Experience with troubleshooting and diagnosing software and/or hardware issues.
- Experience utilizing a help desk ticketing system.
- General knowledge of Microsoft SharePoint.

Mobility to work in a typical office setting, use standard office equipment including a computer and keyboard; vision to read printed materials, correspondence and a computer screen; Position may involve frequent standing, walking, pushing, pulling, bending, reaching and lifting (may range from 10-50lbs on a regular basis)

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. This position is offering a pay range of $23.33 - $23.33 hourly depending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

**Requirements**:

- Associate degree in Computer Science or a related field with at least 2 years of related experience. 4 years of experience may be substituted for the degree requirement.
- Must be a US citizen.
- Experience working in a call center environment.
- Ability to work effectively as part of a team.
- Ability to clearly make announcements via a public address system.
- Good communication skills, both verbal and written.
- Excellent customer service skills.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled