Help Desk Manager jobs in Corpus Christi, TX

Avion Solutions Inc., an employee-owned company, seeks candidates for a Help Desk Administrator to support Army Aviation’s Maintenance Engineering Division. This position is based in Corpus Christi, TX.

Job Responsibilities/Duties:

• Administer all Help Desk-related activities supporting a custom-developed Army database system known as the Engineering Support System (ESS).
• Provide tier-one customer support for the ESS customers.
• Serve as the customers' liaison to the software development team.
• Coordinate customer support requests and trends with the ESS programming staff and Change Control Board (CCB).
• Provide custom application software testing and quality control.
• Managing customer account expiration requirements in compliance with Army Cyber Security policy.
• Other duties as assigned within the scope of the Help Desk Administrator position.

Specific tasks will include the following:

• Creating and updating customer accounts.
• Responding to customer emails, phone calls, and walk-in requests for support.
• Serving as the first point of contact for all ESS usage issues and either resolving the issue or routing the issue to the appropriate software development team member.
• Document customer support requests in the ESS Ticketing system.
• Document ESS functionality in the form of ESS User Guides.
• Train new ESS customers with ESS usage orientation.
• Run periodic product and customer support reports.
• Managing the Maintenance Engineering Call (MEC) workflow pipeline ensuring MECs are not lost in the system workflow.
• Assist with the facilitation of the ESS CCB meetings, including setting up meeting invitations and documenting meeting minutes.

Required Experience:

• High School Diploma / 5 years work experience.
• Excellent people skills. Must be comfortable working with customers, team members, and company/client management staff.
• Proficiency using Microsoft Office tools (Word, Excel, PowerPoint).
• Must be a US Citizen and have/able to obtain and maintain a DoD Secret Security Clearance.

Preferred Qualifications:

• Strong written and oral communication skills.
• Custom software application Help Desk experience.
• Software quality control/testing experience.
• User-level software documentation experience.
• User-level software application training experience.

Equal Opportunity: Avion Solutions, Inc. reaffirms its belief in equal employment opportunity for all employees and applicants. Avion Solutions, Inc. is an Equal Employment Opportunity Employer and a VEVRAA-governed Federal Contractor who affords equal employment opportunity to protected veterans and people with disabilities. Avion Solutions, Inc. provides all employees and job applicants equal employment opportunities in hiring and promotion without regard to age, sex, sexual orientation, marital status, race, religion, color, veteran status, genetic information, physical or mental disability, national origin or any other reason prohibited by law.