Enterprise Help Desk - AL

Plateau Software Inc•Daleville, AL

3d•Onsite

About The Position

Plateau is seeking an Enterprise Help Desk Technician to provide Tier-I support for a critical U.S. Army program in Daleville, Alabama. The technician supports USACRC internal and external customers who use ASMIS 2.0 modules, services, and information systems, including telephone support and ticket generation. The position is onsite at Plateau offices in Daleville.

Requirements

Strong communication and problem-solving skills.
Must have or be able to obtain and maintain a Secret security clearance.
Must have or be able to obtain and maintain Security+ within 90 days of the start date to access the applications.

Responsibilities

Monitor issues through resolution in accordance with the G6 Enterprise Help Desk Standard Operating Procedure (SOP) and Service Level Agreement (SLA).
Redirect external safety-related questions or issues to the appropriate Subject Matter Experts (SMEs).
Perform end-user testing of in-house applications for functionality.
Scan and retain in-processing and out-processing paperwork, and ensure DD2875 and USACRC AUP submissions are sent to the Information System Security Manager (ISSM).
Enter all issues in government-required ticketing systems.
Identify trends and report them up the chain.
Work with desktop and network teams and other CRC workgroups on projects and initiatives as needed.
Provide positive customer support to help maintain continuity between customers and Tier II staff.
Provide user support by phone or Teams for USACRC applications.
Provide end-user training when necessary.
Resolve issues impeding the report flow process.
Assist with user account management within applications.
Provide weekly reports to government staff on all reported issues with the Mishap tool.