Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Who We Are
Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal:
"Get quality and secure solutions in the customers hands as soon as possible".
Who We Need
AF-PLM (Air Force Product Lifecycle Management) Capability Support Office (CSO) Help Desk Support works with DPaas LaunchPad with onboarding and client engagement teams to support Department of Defense (DoD) clients and facilitate rapid and effective onboarding of new users. This individual will need to regularly interface with customers to fulfill the responsibilities of a Help Desk Level 1 technician while also serving as a direct report to the Help Desk Manager. In this role, the individual will be responsible for reporting metrics to the Help Desk Manager and providing support in leading the Level 1 technicians. This position requires a proactive approach to technical problem-solving, effective communication skills, and the ability to contribute to the overall efficiency of the help desk team. The position will be responsible for performing Level 1 technician functions for various digital programs. The role is contingent to the successful awarding of the contract.
What You'll Do
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Help Desk Support Lead
Your Qualifications
Required
Desired
Equal Opportunity Employer including Disability and Veterans
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