Job description

The Help Desk Analyst shall provide specialized 24/7 operational help desk support to PRMS/PRMM users worldwide. This support shall include technical expertise and assistance on questions/issues supporting real-world contingencies related to the PRMS/PRMM fielded system. During most of their time, the OST provides necessary support to world-wide users having issues accessing the PRMS/PRMM systems for set-up and training. Upon occurrence of an isolating event, the OST would ensure warfighters had 24/7 connectivity to perform their critical operational mission to support/recover isolated personnel (IP) and assist with obtaining any data required if the system was unavailable.

The Help Desk Analyst shall support the steps necessary to resolve a trouble ticket within the defined response time based upon assigned ticket priority (critical – low). The response time is the amount of time the this employee has to analyze the problem and respond to the customer with either a resolution or request for additional information to continue working on a resolution. If the problem is critical or serious, they shall continue to work the problem in real time until the issue is resolved or a workaround is identified. The priority of an incident is determined by: number of personnel/customers affected, impact to the organization, and ability to provide a work around.

Requirements

Possess an Associate’s Degree in IT or related field; or 3 years related experience.
Minimum of 1 year of experience in an IT or related field.
Minimum of 1 year of Call Center Operations experience.
Secret clearance required for emergency operations response

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Charter Township of Harrison, MI 48045: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 1 year (Required)

Security clearance:

• Secret (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person

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