Help Desk Administrator

Help Desk Specialist

The Simulator Common Architecture Requirements and Standards (SCARS) Program currently has an opening for a Help Desk Specialist to work in our Orlando, FL office. This is an exciting opportunity to use your experience to support a sustainment initiative to incrementally establish a common open-systems architecture for Air Force simulators, improving cyber resilience and responsiveness, and minimizing life cycle costs. All support is provided via phone, and the help desk specialist will troubleshoot access issues such as password resets and other tier-based issues. The Help Desk Specialist will be responsible for:

• Logging all calls in the ticketing system and escalating issues to the next level when needed.
• Work to achieve day-to-day objectives consisting of tasks that are typically routine, with some deviation from standard practice.
• Work under moderate supervision for routine tasks.
• Resolve routine problems and issues, with clearly prescribed solutions.
• Check and make minor adjustments to work methods to solve problems.
• Communicate with colleagues within own project/work area to obtain or provide information requiring some explanation or interpretation.
• Has substantial understanding of job requirements and overall function.

This position is a "hands-on" position working as part of a team and on site at our facility in Orlando, FL.

Primary Responsibilities:

• Receive, manage and respond to Help Desk calls supporting the current contract.
• Provide Help/Service Desk support to end users on a variety of issues.
• Identify, research, and resolve problems.
• Ability to diagnose data communications problems.
• Respond to telephone calls, email and personnel requests.
• Document, track and monitor problems to ensure a timely resolution.
• Schedule testing events with customers.
• Enter Help Desk tickets accurately and grammatically correct in Help Desk tools.
• Ability to research and/or contact sources for information to respond to customer needs.
• Ability to learn customer support essentials to provide Tier 1 level support to customers.
• Ability to provide timely Tier 1 customer support.
• Demonstrate consistent active listening skills.
• Escalate more complex issues.
• Generate reports from the Help Desk tools.
• Must be able to interact professionally and with courtesy with personnel that contact the Help Desk for support.
• Willingness to work outside of normal business hours to support events.

Basic Qualifications:

• Must have completed a 2-year degree in Information Technology, Computer Science, or technical related field or have 2+ years of relevant work experience.
• US Citizen and must have the ability to obtain and maintain at least a Secret security clearance.
• At least 1 year of relevant helpdesk experience.
• Must currently possess an active Secret clearance (or ability to obtain).
• CompTIA Security+ required.
• Must have a desire to learn and work within a team environment and have at least one year of experience in an organization supporting a US Government/program.
• Experience and knowledge of PC MS Office/M365 applications & ability to work firsthand with customers.
• Experience in handling sensitive data for commercial and/or Government customers.

Preferred Qualifications:

• Hands-on Experience with PC Applications- M365.
• Experience as a customer service/help desk agent.
• Experience in call-taking.
• Experience in working with US government customers.

Come break things (in a good way). Then build them smarter.

We're the tech company everyone calls when things get weird. We don't wear capes (they're a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for "how it's always been done."