Remote Help Desk Analyst | Ticket Triage & Access Support

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

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.