"Alerted.org

Support Desk & Application Support

WFH Flexible • Fort Eustis, VA (http://maps.google.com/maps?q=Fort+Eustis+VA+USA)

Job Type

Full-time

Description

We are seeking a Lead Support Desk & Application Support to provide comprehensive technical support and application support administration for our team at Fort Eustis. The ideal candidate will have a strong background in customer service and possess the ability to manage and troubleshoot a variety of IT systems.

This role requires an active Secret Security Clearance.

This position requires 2 days per week in the office, with the potential for more days if mission demands.

Responsibilities:

+ Technical Support:Provide technical, operational, and training support to users of government provided equipment, and personal equipment such as computers, laptops, and mobile devices. Act as a liaison between Tier 1, 2, and 3 support teams.

+ Documentation & SOP Management:Maintain detailed troubleshooting records and offer feedback to subject matter experts (SMEs) for Standard Operating Procedure (SOP) creation. Develop quick reference guides for system usage and best practices.

+ Communication & Reporting:Regularly communicate with schoolhouse Points of Contact (POCs) to report issues, track user experience feedback, and ensure proper data formatting before submitting reports to the Site-Lead. Provide ad-hoc training to government instructors and training developers as needed.

+ Advanced Troubleshooting:Leverage application knowledge (currently Blackboard and Moodle) and conduct research using knowledge boards, user community sites, and vendor documentation to address complex issues or trends reported by the Support Desk.

Requirements

+ Minimum of 1 year experience as Technical Support/Help Desk Technician.

+ Experience with Learning Management Systems (Blackboard, Moodle) preferred.

Certifications:

+ Help Desk Institute (HDI) Customer Service Representative

+ CompTIA Security+ CE (must be current)