Job Type
Full-time
Description
We are seeking a
Enterprise Help Desk Technician to support a critical U.S. Army program in Daleville, AL. In this position you will be providing Tier-I support for USACRC, to include telephone support and ticket generation for both internal and external USACRC customers that utilize ASMIS 2.0 modules, services, and information systems.
This position is onsite at Plateau offices in Daleville.
Job Description- Monitors issues for resolution per G6 Enterprise Help Desk Standard Operating Procedure (SOP) and Service Level Agreement (SLA)
- Responsible for redirecting all external safety related questions or issues to the appropriate Subject Matter Experts (SME)
- End-user testing of in-house applications for functionality
- Scan and retain all In-processing out-processing paperwork and ensures submission of DD2875 and USACRC AUP to Information System Security Manager (ISSM).
- Enters ALL issues in government required ticketing system(s)
- Identify trends and report them up the chain
- Works with members of the desktop/network teams and other workgroups within the CRC on projects and initiatives as needed
- Provides positive customer support to help keep continuity between customers and Tier II staff
- Provide extensive user support (via phone or Teams) for all USACRC applications to include:
- Provide end-user training when necessary
- Resolving issues that are impeding with the report flow process
- Assisting with user account management within applications
- Provides Weekly Reports to GOV Staff for all reported issues with the Mishap tool
Requirements
Job Requirements- Must have strong communication and problem-solving skills
- Must have or have the ability to obtain and maintain Secret Security clearance
- Must have or have the ability to obtain and maintain Security + to have access to the Applications within 90 days of start date.
Plateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency.
EOE Statement:
Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws.
Plateau is committed to providing access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation, please email the Plateau HR Department at
Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)
