Communications Focal Point (CFP) Service Desk

MicroTech; Sumter, Northern (SC, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO 15 days

401k Plan

Company holidays

Tuition Assistance

Voluntary Benefits

Corporate Discounts

Job summary

MicroTech is seeking a Communications Focal Point (CFP) Service Desk support resource for the Combined Air Operations Center (CAOC) at Shaw AFB. The CFP Help Desk supports end users for all Enterprise and AOC networks, client equipment and services on the AOC/CAOC floor.

Responsibilities include Tier 1 technical support, remote or on-site assistance, ticket triage and resolution, and coordination with back shops.

Qualifications

• Associates degree in Computer Science or related field, or equivalent experience.
• 2+ years IT Help Desk experience, and 2+ years hardware support experience.
• DoD 8140 DCWF 451, Intermediate Level.
• Active Secret Clearance.

Responsibilities

• Provide Tier 1 technical support, including initial ticket triage, diagnosis, analysis and basic resolution.
• Provide Tier 1 hands-on support to users on the AOC floor.
• Coordinate with back shops/functional areas for escalation when needed.
• Follow-up with end-users to verify problem resolution prior to ticket closure.
• Create and manage organizational and user accounts and assign, modify, and delete passwords per AFCENT guidance.

Skills

Help desk support

Technical support

Troubleshooting

Customer support

Education

Associate degree in Computer Science or related field

Job description

Overview

MicroTech is seeking a Communications Focal Point (CFP) Service Desk support resource for the Combined Air Operations Center (CAOC) at Shaw AFB. The CAOC team provides provide full Communications Focal Point (CFP) Help Desk support to end users for all Enterprise and AOC networks client equipment, software and services. CFP Help Desk Support also provides Client Systems/Hardware Support for the AOC/CAOC floor.

Responsibilities

• Perform all technical support and O&M tasks and activities
• Provide Tier 1 technical support (performing initial trouble ticket/call prioritization, diagnosis, analysis and troubleshooting and resolution of basic client hardware and software issues);
• Provide Tier 1 hands-on support to users on the AOC/CAOC floor;
• Provide solutions over the phone or remotely when feasible, and coordinate with and escape tickets to back shops/other functional areas for support and resolution when required;
• Follow-up with end-users on status, and verify problem resolution prior to trouble ticket closure;
• Create and manage organizational and user accounts and assign, modify, and delete passwords and user privileges IAW AFCENT guidance;

Qualifications

• Associates degree in Computer Science or related field; or
• 2+ years' IT Help Desk Support experience, and 2+ years' ofexperience in Computer/IT hardware support (experience may be concurrent)

AND

• DoD 8140 DCWF 451, Intermediate Level.
• Active Secret Clearance

General Information

MicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs. MicroTech has developed a well-earned reputation for best-in-class services and solutions using repeatedly proven ISO 9001 Quality Management System, ISO 20000 IT service management, ISO 27001 Information Security Management System, and ITIL® management qualified business processes. We offer great pay, amazing benefits, and our company culture is strong. MicroTech is devoted to people development and providing high achievers opportunities to grow professionally. As an employee, you are surrounded by intelligent, driven colleagues and have the benefit of a culture that is focused on bringing out the best in everyone.

Our benefits include:

• Insurance (medical, dental vision)
• Paid Time Off (PTO): 15 days during the first year; 20 days annually after one year of service
• 401k Plan with Employer Matching Contribution
• 11 Company-Paid Holidays
• Tuition Assistance
• Voluntary Benefit Programs
• Corporate Discounts

MicroTech is an Equal Opportunity/ Affluent Action employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.