Helpdesk Specialist II

3 weeks ago

San Antonio, United States SMS Data Products Group Full time
Overview

SMS is looking for a highly motivated self-starter to join our Service Desk team at Randolph AFB supporting the Air Education and Training Command Wireless Program Management Office. Our team provides help desk support to the deployment of commercial Learning Wi-Fi, supporting the commands efforts to coordinate and satisfy customer’s Base Information Transport Infrastructure (BITI), GuestNet and Long Term Evolution (LTE) wireless requirements.

SMS is a fast growing, veteran-owned business that's has supported Federal Government's IT initiatives for over four decades.  We work side-by-side with our Federal clients as a trusted, long-term partner to offer innovative advice and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes. The SMS advantage in management and technology consulting includes deep domain expertise in complex networking design and unifying communities of interest. 

We have strong capabilities in design & build, planning, governance, quality management, security, analytics, visualization, operations and business process improvement. For 40 years, SMS has brought customer satisfaction to Federal clients and formed lasting alliances with leading technology companies and talented small businesses to deliver joint, leading-edge, cost-effective services and products. 

Submit your resume today

Responsibilities
  • Possess Information Assurance Technical (IAT) Level II Certification Be able to support working nonstandard/flex duty
  • Answer phones in a cordial manner, dealing with customers in an appropriate manner while solving their problems at the lowest
  • Utilize ITIL principles in accordance designate processes for the AETC Automated Service Desk (AASD) (e.g. - Incident, Service, Problem, authorized schedule interruptions-ASI)
  • Utilize the government trouble ticketing system in place to provide and request quality updates; quality being denoted by an informative message not just a simple nothing significant to report "NSTR"-style
  • Track and regularly report anomalous events/trends to government department representatives
  • Keep consistent situational awareness via dashboards on the ticketing and call management systems, as well as any other provided tools (currently Microsoft SharePoint and ServiceNow but subject to change)
  • Utilize verbal and written communication to alert other personnel in the AASD of any unusual events/trends
  • Bear and utilize knowledge of all RT&E wireless mission systems the AASD supports, all relevant actions and reactions needed to resolve incidents or service requests and needs at the lowest level 
  • Understand and act upon AASD definition of Office Level Agreement (OLA) breaches and how to rectify
  • Utilize AETC Cyber Commander Critical Information Requirement affecting the wireless RT&E systems the AASD supports, providing updates up the chain as well as to the MAJCOM Communications Coordination Center (MCCC) with Commanders Critical Information Requirements (CCIR) updates
  • Answer calls in the determined amount of time (

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