- DESCRIPTION OF POSITION/DUTIES: All Points is currently seeking a Computer User Specialist/Helpdesk Technician II/III to support our AF ILS-S contract. This position provides direct support to users and base technicians around the globe for the entire suite of software applications included in ILS-S.
- Provide Tier 1/ Tier 2 Help Desk coverage as first line technician servicing customers which comprise of military, civilian, and contractors.
- Troubleshoot customer-reported issues, recording information in ITSM and routing to the appropriate maintenance agency
- U tilize knowledge base to research known resolutions
- Answer customer calls, processes customer emails, and responds to customer-submitted service requests and incidents
- Create, maintain, and assign work orders and incidents in Remedy IT Service Mgt. Creates remedy trouble tickets gathered from customer calls, walk-ins, and via self-service ticket system in support of internal and external customers with software, network and system application requests.
- Timely assist customers or route calls to assign Help Desk Specialist to support and respond to customer issues.
- Maintains and updates records.
- Able to work independently and in a team environment. This position requires the ability to independently prioritize work and handle numerous tasks simultaneously in a fast-paced environment. Must be able to keep continuous work flow with little to no supervision.
- High school diploma, and 5 years related experience, OR Associate's degree
- Candidate should have skills in the use of Microsoft Office applications and SQL ; Operating Systems (OS) Certification (Windows 11 OS, etc.) preferred
- Remedy processes experience
- Customer Service experience
- Possesses a current CAC is desirable.
- UNITED STATES CITIZENSHIP REQUIRED
- Public Trust/NACI/Badging Positions with All Points are Full-time, Direct, and we offer a full benefit package. For more information, please visit our Career Portal. ALL POINTS IS AN EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION EMPLOYER
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1839 Help Desk II with Security Clearance - Montgomery, United States - All Points Logistics LLC
Description
*UNITED STATES CITIZENSHIP REQUIREDJob Responsibilities:
EDUCATION:
YEARS OF EXPERIENCE:
* 3-5 years SKILLS/
CERTIFICATIONS:
SECURITY CLEARANCE:
