Full Job Description

***MUST have an active Secret Clearance (or higher) AND Security+ Certification – NO exceptions***

  • Handle calls from a wide array of individuals from students to VIPs.
  • Answer, validate and triage incoming phone-in Incidents and Requests.
  • Process, validate and triage email submitted Incidents and Request.
  • Review and validate ticket information.
  • Routing and escalating tickets to appropriate support teams.
  • Identifying and performing First Contact Resolution tickets.
  • Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software
  • Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software
  • Configuration, setup, maintenance and troubleshooting for Clients computer systems, hardware, and software.
  • Capabilities in Windows environment and Office 365 with a combination of Laptops, Desktop, and Mobile Devices.

Required Technical Skills:

  • MUST HAVE current Security+ CE Certification (IAT Level II)
  • MUST HAVE Active Secret Clearance

Environment

  • Great benefits: Paid time off, flexible work schedule, teleworking allowed, medical/dental/vision plan, 401k; and more
  • Tuition assistance for continuing or career-related education
  • Our cultural focus is on people and results – not bureaucracy
  • Ample opportunity for career growth – we promote from within
  • Leadership takes a constructive interest in every team member’s success
  • Work/Life Balance and flexible hours
  • Be part of a close-knit team that works and plays together and helps one another succeed
  • You will not be micromanaged: plan, prioritize, schedule and be accountable for your own tasks
  • Casual workplace
  • Open-door policy with all management

**Salary is commensurate with education and experience**

Job Category: HelpDesk
Job Type: Full Time
Job Location: Fort Rucker AL

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