Helpdesk Analyst

Job Description

ASRC Federal is seeking aHelp Desk Analystto 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 Tier 1 help desk support for AFRC personnel to report incidents and make service requests for services and applications.
• Provide coordination and distribution of outage notices, center wide emails, and overhead paging.
• Provide conference room scheduling services; coordinate customer audio/visual and room configuration requirements.
• Provide assistance with training, outreach, and documentation efforts for end-user services and applications.
• 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.
• General knowledge of Windows and Mac systems and common business applications.
• 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 theworkplace, by providing competitivepayand benefits packages.This position is offering apayrange of $23.33 - $23.33 hourlydepending on experience, seniority, geographic locations, and other factors permitted by law. Benefits offered may include healthcare, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

Requirements

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.
• General knowledge of Windows and Mac systems and common business applications.
• 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.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

---