Help Desk Analyst

Crfamilyofcompanies; Beavercreek (OH); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with employer match

Flexible Spending Account (FSA)

Open leave policy & paid holidays

Tuition reimbursement

Job summary

Copper River Family of Companies seeks a Helpdesk Analyst to join the DPAS FMO team at Wright-Patterson AFB. You will triage customer inquiries, provide scripted information, assist with system access, and create tickets for escalation to SMEs or Business Analysts.

Expect collaboration with MAJCOM customers and cross-functional teams. The role supports a 100% remote work setup with limited on-site meetings at Beavercreek; requires an unclassified/NACI clearance and an Associate degree or higher.

Qualifications

• 2+ years of customer service experience with direct customer contact.
• Strong oral and written communication skills.
• Strong teamwork abilities.
• Experience using Jira or similar ticketing systems.

Responsibilities

• Provide basic service desk resolution for a variety of customers.
• Assist with troubleshooting application access and other service desk queries requiring IT involvement.
• Initiate trouble tickets by collecting necessary information across problem categories.
• Develop and maintain trouble ticket database and provide initial customer responses.

Skills

Customer service

Communication skills

Teamwork

Troubleshooting

Education

Associate degree or some college

Tools

Jira

Microsoft Office

Job description

TACG is seeking a Helpdesk Analyst will serve as a team member within the Air Force Defense Property Accountability System (DPAS) Functional Management Office (FMO). They will be the initial face of the FMO to the customer. The analyst’s role is triaging the information provided and determine the next step. The analyst will provide customers with scripted, general information, help customers with system access, create trouble tickets for further review and pass tickets to Business Analysts or Subject Matter Experts (SMEs) for resolution. They will be responsible for resolving simple customer requests that require basic-level system or functional knowledge. The Helpdesk Analyst will work with various stakeholders, including MAJCOM customers, technical staff, functional SMEs, and project managers to collect and review trouble ticket information and share any insight developed during customer conversations or email.

This position is located at Wright-Patterson Airforce Base working a hybrid schedule, currently working 100% from home with a limited number of meetings at an alternate government worksite in Beavercreek.

Responsibilities (include but are not limited to):

• Provide basic service desk resolution and delivery for a variety of customers.
• Assist in fundamental customer concerns such as troubleshooting application access difficulties and addressing service desk queries that require further IT involvement.
• Initiate trouble tickets by requesting predetermined information based on various problem categories (e.g., system access, problems within a module, missing information, etc.).
• Develop and maintain trouble ticket database.
• Provide initial responses to customers.

Requirements:

• Clearance:
  • Unclassified/NACI
• Education:
  • Associate degree preferred or some college experience
• Experience:
  • 2+ years’ experience working customer service roles with direct customer contact
  • Strong communication skills (oral and written)
  • Strong team skills
  • Utilize administrative tools and Microsoft office suite
  • Experience working across multi-functional teams
  • Experience working with Jira or like trouble ticket input/tracking software
  • Working knowledge of Air Force and DoD supply chain operations
  • Working knowledge of Air Force and DoD support equipment publications supporting logistics, and maintenance

Position Pay Range

$65,000 — $75,000 USD

About Copper River & The Native Village of Eyak:

Owned by the Native Village of Eyak (NVE), a federally recognized Alaska Native Tribe, the Copper River Family of Companies are a collection of entities that deliver a complementary set of solutions and services to support the diverse missions and requirements of our clients. Proud participants of the Small Business Administration’s (SBA) 8(a) Business Development Program since 2006, our companies consist of both current and graduation SBA 8(a) entities. It is our collective purpose to support the Tribe and diversify the NVE’s ability to facilitate economic advancement.

The income generated from our companies helps the Native Village of Eyak fund health and social services, economic development, natural resource/environmental education, jobs, job training, and other benefits to the NVE in a manner that is consistent with Alaskan Native cultural values and traditions.

Copper River’s Culture

The Copper River Family of Companies has a positive, supportive, and thriving culture. At the foundation of our culture is a focus on collaboration. No matter your role or which operating company you work for, we are ONE TEAM working toward the same goals for our customers and for our collective owner- The Native Village of Eyak. How we treat each other is just as important as the work we deliver.

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Open leave policy and paid holidays
• Additional benefits including tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, regular associates at Copper River.

Disclaimer:

The Copper River Family of Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.