Help Desk Support

Key Responsibilities

• Deliver comprehensive technical assistance for the Enterprise Logistics Readiness Portfolio and Cargo Personnel Movement Systems.
• Provide expert Tier II and III support to resolve complex technical issues, troubleshoot system problems, and ensure high-quality service delivery both during business hours and through on-call after-hours support.
• Monitors discrepancy reports as tracked in approved tools to provide possible workarounds and improvement to assist field users.
• Documents problem resolutions on both functional and engineering solutions, and provide a monthly analysis report that includes metrics on trouble call data, trends, and a cumulative analysis.
• Develop and maintain problem resolution solution sets on all fielded/identified software defects.
• Researches software, documentation, procedural problems, and network related connectivity issues and provides coordinated resolution to the requester and/or requesting agency.
• Writes query scripts to retrieve information and provide reports as needed.
• Reviews and provides inputs to software designs.
• Serves as the focal point to coordinate with the Defense Automatic Addressing System (DAAS) and/or approved platform specified by the government to resolve operational issues.

Requirements

• High school diploma or GED
• Years of experience based on level: Junior level - HS + 4 years of experience or Bachelor’s + 1 year of experience; Journeyman level - HS + 8 years of experience, BS + 3 years of experience; Senior level - BS + 7 years of experience, MS + 3 years of experience
• Proven experience with Tier II and III support, including proficiency in troubleshooting hardware and software issues, operating systems, and network configurations.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical users.
• A customer-focused mindset with a commitment to delivering high-quality support and ensuring user satisfaction.
• Experience with the following tools: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite.
• Certifications: (411) Technical Support Specialist-Intermediate per DoD 8140.03M; Active DoD Secret Clearance, US Citizenship is Required.

Desired Qualifications

• Knowledgeable in DoD cargo movement and transportation processes.
• Knowledgeable in AF vehicle fleet management and operations processes.