Inbound Helpdesk Technician / Computer Operator I

SUMMARY The Inbound Helpdesk Technician / Computer Operator I supports activities of the Federal Aviation Administration (FAA) Mike Moroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing customer assistance related to routine inquiries / problems concerning applications, software, hardware, and network operations. The Computer Operator I works under close supervision and is provided detailed written or verbal guidance before and during assignments. The FAA Customer Service Center (CSC) maintains 24/7 operations at all times, including during adverse weather conditions. Shifts may include nights, weekends and holidays. This position is also subject to working unscheduled overtime and assisting with coverage in the event of an absent coworker. ESSENTIAL REQUIREMENTS Schedule: Wednesday–Sunday, with Mondays and Tuesdays off. Must be able to obtain government moderate risk public trust security clearance. Must possess or have ability to obtain within four (4) months of hire date, Help Desk Institute (HDI) Customer Service Representative (CSR) and/or Support Center Analyst (CSA) certification. FAA or government contracting experience preferred. Experience with Active Directory, ServiceNow ITSM or a similar problem / incident logging tool preferred. KEY DUTIES AND RESPONSIBILITIES Under direct supervision, resolves common computer operating problems. Provides customer assistance with routine inquiries in relation to problems associated with applications, software, hardware, and network operations issues. Responds to requests for support via phone calls and emails promptly and professionally. Monitors computer systems and operations, as needed. Logs all events, and documents findings / actions / problem resolutions in the Customer Service and Desktop Support (CSDS) Information Technology Service Management (ITSM) software tool. Follows and makes use of standard procedure documentation. Resolves less complex events immediately and escalates more complex events to second level support. May be required to telework and must have home high speed internet access and an area to receive calls that is free from background noise. Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for aiding in own self-development by being available and receptive to all training made available by the company. EDUCATION AND EXPERIENCE High school diploma or general education degree (GED) and a minimum of one (1) year relevant experience in a technical support role, preferably in a service desk or call center environment. JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES Knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment. Basic knowledge and understanding of desktop support incident logging tools (i.e., Active Directory and Remedy ITSM). Basic knowledge and ability to troubleshoot computer hardware / software issues. Excellent verbal and written communications skills with fluency in the English language (other languages welcome). Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner. Ability to use tact in handling difficult individuals and/or situations. Solid critical thinking skills with ability to identify, analyze and resolve problems / issues. Ability to work in a fast‑paced, stressful environment and to learn / apply new knowledge and techniques related to incident response. Detail-oriented with ability to accurately log incident tickets in a ticketing software system. Ability to effectively work both independently and in a team environment for the successful achievement of goals. Ability to lift 25 pounds. Flexible with ability to work a variety of shift assignments, including overtime and during inclement weather conditions. Ability to be reliable and punctual. PHYSICAL DEMANDS Work is primarily performed in an office environment. Regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers, printers, and light traffic. EEO STATEMENT EOE including disability/vet. #J-18808-Ljbffr 775 Chickasaw Strategic Pointe, LLC