Secret-Cleared Help Desk Technician - 24/7 DoD Support

TJ Consulting Group; Montgomery (AL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO

Holiday Pay

401K with a 4% Match

Medical Insurance

Dental Insurance

Vision Insurance

Group Life & AD&D

Voluntary Life AD&D

Short-term Disability

Long-Term Disability

Health Savings Account

Flexible Spending Account (Health and

Critical Illness Insurance

Accident Insurance

Hospital Indemnity Insurance

Employee Assistance Program (EAP)

Job summary

TJ Consulting Group seeks a Help Desk Technician I-II for the Field Assistance Service (FAS) Program at Maxwell AFB, Gunter Annex, Montgomery, AL. You will deliver 24/7/365 support to Air Force and DoD users and handle day, swing or mid shifts as required.

Qualified candidates have an associate degree or equivalent, 2–4 years in a help desk role, familiarity with Remedy, strong English, and the ability to maintain an ACTIVE Secret-Level clearance. Overtime, holidays and weekends may be required.

Qualifications

• Associate degree preferred, or the equivalent combination of education, technical certifications, or training or work experience.
• 2-4 Years of telephone customer service or help desk experience.
• Familiar with Ticketing Software (i.e. Remedy).
• Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.
• Excellent communication, business analytical and problem-solving/trouble shooting skills.
• Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.
• Strong English language skills (both written and verbal).
• Willing to work overtime, holidays and weekends when necessary.
• Must be a US Citizen, and currently possess an ACTIVE Secret-Level clearance and ability to maintain such clearance.
• Security + Certification

Responsibilities

• Provide help desk support for all supported applications via phone/email.
• Serve as the initial contact for reporting technical issues and answering questions regarding field user issues.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions to resolve field user issues. Escalate unresolved issues to Team Leads.
• Clearly and thoroughly document requests for assistance in ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Maintain current knowledge of relevant technologies as assigned.
• Additional responsibilities as assigned by management.
• Provide guidance and work mentorship to less-experienced technicians.

Skills

Excellent communication

Customer service

Troubleshooting

English language proficiency

Team collaboration

Security clearance

Education

Associate degree or equivalent

Tools

Remedy

Job description

TJ Consulting Group seeks a Help Desk Technician I-II for the Field Assistance Service (FAS) Program at Maxwell AFB, Gunter Annex, Montgomery, AL. You will deliver 24/7/365 support to Air Force and DoD users and handle day, swing or mid shifts as required.

Qualified candidates have an associate degree or equivalent, 2–4 years in a help desk role, familiarity with Remedy, strong English, and the ability to maintain an ACTIVE Secret-Level clearance. Overtime, holidays and weekends may be required.