Enterprise Help Desk - AL

Plateau Software•Daleville, AL

2d•Onsite

About The Position

We are seeking an Enterprise Help Desk Technician to support a critical U.S. Army program in Daleville, Alabama. The role provides Tier-I support for USACRC, including telephone support and ticket generation for internal and external USACRC customers using ASMIS 2.0 modules, services, and information systems. This 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 for 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).
Conduct end-user testing of in-house applications for functionality.
Scan and retain all in-processing and out-processing paperwork and ensure submission of DD2875 and USACRC AUP 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 team members and other CRC workgroups on projects and initiatives as needed.
Provide positive customer support to maintain continuity between customers and Tier II staff.
Provide extensive user support by phone or Teams for all USACRC applications.
Provide end-user training when necessary.
Resolve issues that impede 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.