Help Desk Technician 1

Title: Help Desk Tier I – USAF Cyberspace Infrastructure Planning System

Location: Tinker AFB, OK, Air Force Base (This is an on-site position)

Clearance: Active Secret Clearance Preferred (The company will sponsor the candidate for Secret clearance, so US Citizenship is required)

Shift: Potentially will be shift timings are 3:00am - 11:00am Monday-Friday

 Qualifications: 

• Superior customer service skills are a must. 
• Strong desire to provide the highest quality of service to the customer required. 
• Superb verbal communication skills; comfortable working on the telephone and responding to calls.
• Knowledge of information technology networks and systems technologies, processes, and methodologies is required. 

 Preferred Education and Experience: 

• B.S. Computer Science or equivalent education and experience desired 
• 1+ years of previous Help Desk experience. 
• 1+ years of previous Customer Service experience in a Call Center environment.
• 1+ years of experience in the IT field
• 1+ years of user software testing experience
• Experience with IT and Help Desk technologies, including Microsoft Azure DevOps (ADO), other ticketing systems, VPNs, Office 365 Suite Windows 11, Microsoft Teams, and knowledge of laptop technologies is strongly preferred. 

 Responsibilities: 

• Answer calls coming into the Tier 1 Help Desk by the third ring. 
• Create a customer work order in USAF CIPS, the call tracking software for every call answered. 
• Ability to assist clients with software support via telephone. 
• Coordinate with the team to ensure rapid response times and follow-up with customers.
• Ensure that all VIP calls are responded to immediately. 
• Develop professional working relationships with customers to understand support needs better. 
• Provide technical support to end users on a variety of CIPS issues. 
• Identify, research, and resolve software technical problems. 
• Provide end-user testing of new software releases/builds, entering software defects into Microsoft Azure DevOps (ADO)
• Respond to telephone calls, emails, Microsoft Teams chat, and walk-in personnel requests for technical support. 
• Document, track, and monitor the problem to ensure a timely resolution.  
• Coordinate and consult with Customer, Engineering, Deskside Manager, and team members to meet customer requirements. 
• Advise management of potential risks that may impact customer base and software baseline environment