Help Desk / Customer Support

Onyx Government Services,LLC

About Us
Onyx Government Services, LLC., is a Service-Disable Veteran-Owned Small Business (SDVOSB), headquartered in Fairfax, Virginia. We specialize in data management, integration, and analysis solutions to provide decision-ready information to Command and Control (C2) and Decision Support Systems. We have demonstrated expertise in the field of Information Technology, database & COTS integration, and custom software development.

Onyx pairs subject matter and functional experts with developers to provide high quality, tailored solutions. In support of our various efforts, we have developed the Onyx Data Management Toolkit, a combination of Agile Development principles, COTS Integration, and custom software, to deliver flexible, cost-effective solutions to a variety of Department of Defense, Intelligence Community, and Law Enforcement agencies.

*This position is contingent upon award* Position Overview
The Help Desk / Customer Support specialist handles user inquiries on TRDM during business hours (M-F 0800-1800 CT). Tracks requests, coordinates with AMC Distributed Enclave for infrastructure-related issues, and produces monthly metrics. Key Responsibilities

Respond to user inquiries during business hours (M-F 0800-1800 CT)
Respond to after-hours inquiries within 4 hours of next business day start
Track customer requests in Government-provided software
Coordinate with AMC Distributed Enclave on infrastructure issues
Maintain TRDM website contact information and feedback area
Produce monthly customer support metrics

Required Qualifications

Active SECRET clearance
US Citizen
Associate's degree or equivalent experience
2+ years federal IT help desk or customer support
DoD 8570 IA Awareness Training

Preferred Qualifications

ITIL Foundation
ServiceNow experience
Prior USTRANSCOM, AMC, or DoD support experience

Work Environment / Location
Scott AFB, IL (508 Scott Drive). On-site primary; off-site permitted for unclassified work where noted. SIPRNet work on-site only.

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Vacancy posted 17 hours ago

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