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    Help Desk Tier II - Oklahoma City, United States - DSD Laboratories

    DSD Laboratories
    DSD Laboratories Oklahoma City, United States

    1 week ago

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    Description

    The CyberSpace Infrastructure Planning System (CIPS)is the system of record for:

    • Official processing of infrastructure related Information Technology (IT) requirement documents
    • Air Force wide processing of IT Infrastructure funding requests
    • Integrated portfolio management
    • Base inside & outside cable plant infrastructure documentation
    • Communications layer of the Installation Geospatial Information and Services (IGI&S)
    The scope of this project is to provide maintenance,sustainment, documentation, training, and modernization for CIPS for the 38Cyberspace Engineering Installation Group (38 CEIG), Tinker AFB, OK. Thisincludes supporting CIPS to sustain an operational standard of 99% availabilityduring Tinker AFB normal duty hours. Services also include system softwaredevelopment and recommendations for software tools and hardware support toensure available operation of CIPS and the implementation of system enhancementsthat evolve and expand CIPS capabilities and performance.

    DSD Laboratories is seeking a Help Desk Tier II position, to support the CIPS program. This position will serve as the entry pointfor all user trouble calls and questions on the program. CIPS is built on an Oracle and Microsoft .NETFramework (4.8) architecture.

    Primary Duties/Responsibilities:

    • Answer and resolve Tier II support callsefficiently, ensuring calls are answered promptly and professionally.

    • Created and manage customer work orders for eachcall handled in the USAF CIPS web application.

    • Provide advanced technical support to clientsvia telephone, email, and Microsoft Teams.

    • Coordinate with Tier I Help Desk and othersoftware engineering team members to ensure quick resolution of issues andearly detection of software defects.

    • Ensure all VIP calls are prioritized andresponded to immediately.

    • Develop and maintain professional workingrelationships with customers to understand and meet their support needs.

    • Diagnose, research, and resolve complex softwareand hardware technical problems.

    • Perform end-user testing of new softwarereleases/builds and log software defects into Microsoft Azure DevOps (ADO).

    • Document, track, and monitor issues to ensuretimely resolution.

    • Collaborate with Help Desk Manager and otherteam members to meet and exceed customer requirements.

    • Provide guidance and support to Tier I help deskpersonnel.

    • Advise management of potential risks impactingcustomer base and software baseline environment.

    • Continuously update knowledge base and staycurrent with emerging IT trends and technologies.

    Skillsand Education Qualifications

    • Exceptional customer service skills areessential.

    • Strong commitment to delivering the highestquality service to customers.

    • Excellent verbal and written communicationskills; adept at handling phone, e-mail, and chat communications.

    • Extensive knowledge of information technologynetworks, systems technologies, processes, and methodologies.

    • Proven problem-solving skills and the ability todiagnose and resolve complex technical issues.

    Skillsand Educations Preferences

    • B.S. in Computer Science or equivalent educationand experience.

    • 3+ years of previous Help Desk experience.

    • 3+ years of previous Customer Service experiencein a Call Center environment.

    • 3+ years of experience in the IT field.

    • 2+ years of user software testing experience.

    • Proficiency with IT and Help Desk technologies,including Microsoft Azure DevOps (ADO), other ticketing systems, VPNs, Office365 Suite, Windows 11, Microsoft Teams, and laptop technologies.

    DSD Laboratories Inc. is an EEO employer - M/F/Vets/Disabled
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