Help Desk Support Agent

Serco North America-posted about 21 hours ago

Full-time • Entry Level

Remote • Washington, DC

5,001-10,000 employees

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Serco supports the USAF as a prime for their NexGen IT contract. Serco supports the Air Force (AF) Civil Engineering (CE) community NexGen IT initiative’s implementation of IBM TRIRIGA is the largest in the world. Serco manages all aspects of the Software Delivery Life Cycle (SDLC) for the NexGen IT program including requirements definition, development, testing, upgrades, enhancements, and troubleshooting and supports all infrastructure for the installations. You will be part of a large team of Help Desk Support Agents that work closely with the customers, end users, and other Serco teams to deliver quality software. The team has been recognized by the USAF and industry for their outstanding contributions to the program. This position is 100% remote. This position is for Tuesday – Saturday (10:00pm cst – 6:00am cst) In this role, you will:

Identifies, researches, and resolves technical problems.
Ability to work effectively as part of a large team and independently.
Responds to telephone calls, emails and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Relies on experience and judgment to plan and accomplish goals.
May lead and direct the work of others.
Proficient in preparing, selecting, organizing, and presenting information concisely.
Excellent interpersonal and administrative skills to meet needs of the program office.
Strong communication skills (verbal and written) to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank.
Ability to facilitate and coordinate efforts with key government and non-government stakeholders.
Ability to work with minimal supervision.

2 years’ experience in Help Desk Operations
At least 1 year experience in JIRA software.
High School Diploma
Ability to always be a team player, respect opinions of others and be willing to share information with teammates
Strong communication skills (verbal and written) to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank
Have excellent interpersonal and administrative skills and demonstrate the ability to work with minimal supervision
Strong computer skills (Microsoft Suite – Outlook, excel, word)
Familiarity with a variety of the field's concepts, practices, and procedures related to the job description listed above.
Ability to obtain a NACI

Knowledge of Air Force CE Community
Knowledge of TRIRIGA IWMS software

Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan that includes counseling conditions
Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or the Service Contract Act.

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