Communications Focal Point (CFP) Service Desk

About the role

MicroTech is seeking a Communications Focal Point (CFP) Service Desk support resource for the Combined Air Operations Center (CAOC) at Shaw AFB. The CAOC team provides full Communications Focal Point (CFP) Help Desk support to end users for all Enterprise and AOC networks client equipment, software and services. CFP Help Desk Support also provides Client Systems/Hardware Support for the AOC/CAOC floor.

MicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs. MicroTech has developed a well-earned reputation for best-in-class services and solutions using repeatedly proven ISO 9001 Quality Management System, ISO 20000 IT service management, ISO 27001 Information Security Management System, and ITIL® management qualified business processes.

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

Benefits

• Insurance (medical, dental vision)
• Paid Time Off (PTO): 15 days during the first year; 20 days annually after one year of service
• 401k Plan with Employer Matching Contribution
• 11 Company-Paid Holidays
• Tuition Assistance
• Voluntary Benefit Programs
• Corporate Discounts