Help Desk Tech

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AFRL PRsISM – Help Desk Tech

This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate answers and information. This requires an IT background to assist customers in troubleshooting and resolving problems. Support is governed by Service Level Agreements with the customer. The ability to interface well with customers at various levels of seniority and in a variety of fields, along with excellent written and verbal communication skills, is essential.

The ability to adapt to diverse environments and work collaboratively in a dynamic team setting is also important.

• Answer user calls to provide general user support related to their IT equipment or other needs.
• Create, update and close out help desk tickets.
• Work with other Tier 1 Support staff to ensure proper hand-off of tickets for prompt resolution.
• Maintain required documentation of Tier 1 processes and SOPs.
• Familiarity with Windows operating system and Outlook email.
• Familiarity with creating/updating Remedy tickets is preferred.

Applicant must possess refined critical thinking skills, be a self-starter, may direct the activities of other team members, be diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. Prior experience in a government consulting services environment is preferred. Secret clearance is required. Minimum DoD 8570 IAT-II + CE certification required.

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting

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