Helpdesk Administrator

2 weeks ago

Suffolk, United States Native American Technology Corporation Full time

Job Type

Full-time

Description

Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the Joint Knowledge Development and Distribution Capability's internet-based courseware presented via the Atlas Pro Learning Management System (LMS).

This position currently requires a work schedule of 4 days working onsite and 1 day working remote. Scheduling requirement is subject to change depending on organizational needs.

Must be open to shift hours.

Duties and Responsibilities:

  • Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications.
  • Employee will be asked to assist customers with specific courseware issues, as well as account inquiries.
  • Serve as liaison between staff and the technology department to resolve issues.
  • Employee must also be capable of documenting actions to be reported to government and contract leadership. Employee will also perform any group related functions as required.
Requirements

Required Qualifications:
  • Requires and active secret clearance
  • Experience using MS Office products
  • Basic understanding of Java script, Flash, and basic Internet functions, e.g. checking browser for settings on browser.
  • Work with staff and customer requires good interpersonal skills. Help-desk personnel will respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
  • Must understand how to use portals, Learning Management Systems, etc.
  • Must have good verbal and written communications skills.
Desired Qualifications:
  • Acceptable Majors: Any Technical field at the bachelor's level is a plus.
  • Experience in using the Atlas Pro LMS
  • 6 months Help Desk experience (desired), especially if using Remedy or similar ticketing program
  • Experience in training military & civilian personnel via computer based and web-based applications;
  • Experience in working with Advanced Distributed Learning.