What are the responsibilities and job description for the Help Desk Support Tier 1-Remote position at Sabel Systems?
Who We Are
Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal:
"Get quality and secure solutions in the customers hands as soon as possible".
Who We Need
The Air Force Product Lifecycle Management (AF-PLM) Capability Support Office (CSO) Help Desk Support role assists with onboarding and client engagement activities for Department of Defense (DoD) clients using DPaas LaunchPad. This individual will work closely with onboarding and client engagement teams to facilitate a smooth and efficient onboarding experience for new DoD users. They will interact directly with customers to gather information, identify user needs (including roles and access requirements), and ensure timely access to necessary environments. This role also involves handling incoming support requests, converting reported issues from email to the ServiceNow ticketing system. Additionally, this individual will facilitate communication between Level 2 support teams and the user community to ensure prompt resolution of issues. This position will provide support for various digital programs within the AF-PLM ecosystem. This position is contingent upon the successful award of the related contract.
What You'll Do
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- Providing end-users with rapid, multi-channel access to support resources.
- Quickly resolve most reported user deficiencies at time of "first contact."
- Process account request (System Access Request) and administration of accounts in a timely manner.
- Basic training on standard processes.
- Coordinating direct communication with Specific Tool POC.
- Transcribe incident requests into ServiceNow. EG: Password resets, log in issues, environment issues, etc.
- Demonstrates a proactive approach to problem-solving, anticipating potential issues and developing innovative solutions to mitigate risks.
- Answer basic questions on their environment.
- Escalating and follow complex user issues through resolution
- Coordinating with Cloud Platform provider to ensure user request process compliance
- Develop operating procedures for help desk operations and account management activities.
- Other duties as assigned
Your Qualifications
Required
- Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security ) or able to complete certification within 60 days of hire.
- Digital engineering technology experience.
- Proficient in help desk operations and support.
- Ability to follow security protocols to protect sensitive data.
- Be a U.S. citizen and can obtain a Secret Clearance.
- Excellent oral and written communication skills.
- The ability to work as part of a dynamic and fast-paced team and have a positive influence on team outcomes.
- Ability to obtain Secret Clearance
- US Citizen
