Communications Focal Point (CFP) Service Desk

Responsibilities

• Perform all technical support and O&M tasks and activities
• Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues)
• Provide Tier 1 hands-on support to users on the AOC/CAOC floor
• Provide solutions over the phone or remotely when feasible, and coordinate with and escalate tickets to back shops/other functional areas for support and resolution when required
• Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure
• Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance

Qualifications

• Associates degree in Computer Science or related field
• or 2+ years' IT Help Desk Support experience, and 2+ years' of experience in Computer/IT hardware support (experience may be concurrent)
• DoD 8140 DCWF 451, Intermediate Level
• Active Secret Clearance