Helpdesk Administrator

Description

Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the Joint Knowledge Development and Distribution Capability's internet-based courseware presented via the Atlas Pro Learning Management System (LMS).

This position currently requires a work schedule of 4 days working onsite and 1 day working remote. Scheduling requirement is subject to change depending on organizational needs.

Must be open to shift hours.

Duties and Responsibilities:

• Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications.
• Employee will be asked to assist customers with specific courseware issues, as well as account inquiries.
• Serve as liaison between staff and the technology department to resolve issues.
• Employee must also be capable of documenting actions to be reported to government and contract leadership. Employee will also perform any group related functions as required.

Requirements

Required Qualifications:

• Requires an active secret clearance
• Experience using MS Office products
• Basic understanding of Java script, Flash, and basic Internet functions, e.g. checking browser for settings on browser.
• Work with staff and customer requires good interpersonal skills. Help-desk personnel will respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
• Must understand how to use portals, Learning Management Systems, etc.
• Must have good verbal and written communications skills.

Desired Qualifications:

• Acceptable Majors: Any Technical field at the bachelor’s level is a plus.
• Experience in using the Atlas Pro LMS
• 6 months Help Desk experience (desired), especially if using Remedy or similar ticketing program
• Experience in training military & civilian personnel via computer based and web-based applications;
• Experience in working with Advanced Distributed Learning.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.