Title: Help Desk Technician

Location: Remote

Role: The Help Desk Technician is a member of a project team responsible for creating or updating online, in-class, and hybrid courses for US Air Force personnel. The supported customer is the Air Force Civil Engineer Center at Tyndall Air Force Base in Panama City, FL. If you are looking for for work that will challenge and grow your talents in new ways, this role is meant for you.

Duties:

• Work with the APV Project Manager (PM) to develop and maintain Help Desk standard operating procedures for the APV team and the customer.
• Receive and process requests for assistance from end-users who have technical issues accessing or completing the customer’s courses on the Learning Management System (LMS).
• Log and track requests for assistance using the customer’s Help Desk trouble-ticket system, ensuring issues are documented and addressed in a timely manner; provide the APV PM with routine reports on the status of new, open, and resolved tickets.
• Troubleshoot issues by asking targeted questions.
• Collaborate with the appropriate USAF help desk responsible for overseeing the LMS, raising visibility of problems not attributable to the customer’s courseware.
• Create and maintain documentation such as FAQs and troubleshooting guides to help the APV team, the customer, and the customer’s end-users to resolve common technical issues independently.
• Assist with the testing of new features added to the customer’s LMS.

Technical:

• Experience using common help desk ticketing software.
• Comfortable tracking and working multiple issues from initial report through resolution.
• Use of MS Office products—Word, Excel, PowerPoint, SharePoint.

• Strong written and verbal communication skills.

Education:

• Bachelor’s Degree required, or associate's degree with 5 or more years of experience.

Certifications:

• Certifications or advanced training on common help desk ticketing software are a plus but are not required.

Experience:

• At least one year of experience working on a Help Desk and using common trouble-ticket software.