‚Äã‚ÄãThe Advanced Battle Management System (ABMS) Program currently has an opening for a Help Desk Specialist (Tier 1) to work in our Orlando, FL office. This is an exciting opportunity to use your experience to support a program which is a top modernization priority for the Department of the Air Force (DAF) and will be the backbone of a network-centric approach to battle management in partnership with all the services across the Department of War. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier-based issues.‚ÄØThe help desk specialist will be responsible for logging all calls in the ticketing system and escalating issues to the next level when needed.¬Ý

• ‚ÄãWorks to achieve day-to-day objectives consisting of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks.¬Ý

• ‚ÄãResolves routine problems and issues, with clearly prescribed solutions. Checks and makes minor adjustments to work methods to solve problems.¬Ý

• ‚ÄãCommunicates with colleagues within own project/ work area to obtain or provide information requiring some explanation or interpretation.¬Ý

• ‚ÄãHas substantial understanding of job requirements and overall function.¬Ý

‚Äã**This position is a ‚Äúhands-on‚Äù position working as part of a team at our facility in Orlando, FL.¬Ý

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‚ÄãRoles & Responsibilities: ¬Ý

• ‚ÄãReceive, manage and respond to Help Desk calls supporting the current contract¬Ý

• ‚ÄãProvides‚ÄØHelp/Service Desk support to end users on a variety of issues.¬Ý

• ‚ÄãIdentifies, researches, and resolves problems.¬Ý

• ‚ÄãAbility to diagnose data communications problems.¬Ý

• ‚ÄãResponds to telephone calls, email and personnel requests.¬Ý

• ‚ÄãDocument, track and monitor problems to ensure a timely resolution.¬Ý

• ‚ÄãSchedule testing events with customers. ¬Ý

• ‚ÄãEnter Help Desk tickets accurately and grammatically correct in Help Desk tools.¬Ý

• ‚ÄãAbility to research and/or contact sources for information to respond to customer needs.¬Ý

• ‚ÄãCommunicate well with Executives, Managers, Peers, and Customers.¬Ý

• ‚ÄãSupport and sustain Air Force Advanced Battle Management System¬Ý

• ‚ÄãWork with vendors, the Government, carriers, and technical staff on network implementation, troubleshooting, optimization and ongoing management¬Ý

• ‚ÄãSupport tickets and manage incidents, service requests, and problems through their full life cycle.¬Ý

• ‚ÄãPerform incident analysis to determine possible cause and potential fix.¬Ý

• ‚ÄãDevelop, implement, and monitor policies and standards for allocation related to the use of computing resources¬Ý

• ‚ÄãWork under little to no supervision, providing solutions to high-level technical problems of system-wide scope or complexity¬Ý

• ‚ÄãDocument status updates and communicate to necessary parties.¬Ý

• ‚ÄãDocument troubleshooting steps and knowledge articles for Help Desk team.¬Ý

• ‚ÄãAbility to learn customer support essentials to provide Tier 1 level support to customers.¬Ý

• ‚ÄãDemonstrate consistent active listening skills¬Ý

• ‚ÄãEscalate more complex issues¬Ý

• ‚ÄãGenerate reports from the Help Desk tools¬Ý

• ‚ÄãMust be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.¬Ý

• ‚ÄãWillingness to work outside of normal business hours to support events. ¬Ý

‚ÄãMinimum Qualifications:¬Ý

• BS degree in Information Technology, Computer Science, or technical related field with at least 1 year of relevant helpdesk experience. Additional years of experience may be considered in lieu of degree.

• ‚ÄãActive and current Secret clearance is required.

• ‚ÄãCompTIA Security+ or equivalent DoD 8140 Intermediate certification required¬Ý

• ‚ÄãExperience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.¬Ý

• ‚ÄãExperience in handling sensitive data for commercial and/or Government customers¬Ý

Preferred Qualifications:¬Ý

• ‚ÄãHands-on Experience with PC Applications- M365¬Ý

• ‚ÄãExperience as a customer service/help desk agent¬Ý

• ‚ÄãExperience in call-taking¬Ý

• ‚ÄãExperience in working with US government customers.¬Ý