Position Description

Serco-NA is actively seeking a motivated individual to provide supervisory Help Desk support to end users on a variety of issues, be familiar with help desk concepts, practices, and procedures. In this role, you will work with our dynamic NexGen team to support help desk activities for the Air Force end users. You will play a critical role in ensuring the Civil Engineering community has excellent customer support for the TRIRIGA application across more than 200 bases worldwide.

This position is a Hybrid Shift (8am cst – 5pm cst)

Tuesday & Weds this position will work in a Serco office located in Montgomery, Alabama

Monday, Thursday, and Friday this position works remote

This position will also be required to work a remote rotating on-call shift (approx. once a month) on Saturday (6am – 4pm cst) and Sundays (6am – 2pm cst)

In this role, you will:

• Identifies, researches, and resolves technical problems.
• Identify, research, isolate, and resolve technical problems through discussions with users.
• Train new agents/staff of the Help Desk system when they come onboard.
• Ability to work effectively as part of a large team and independently.
• Responds to telephone calls, emails and personnel requests for technical software support.
• Documents, tracks, and monitors the problem to ensure a timely resolution. 
• Relies on experience and judgment to plan and accomplish goals.
• May lead and direct the work of others.
• Proficient in preparing, selecting, organizing, and presenting information concisely.
• Excellent interpersonal and administrative skills to meet needs of the program office.
• Strong communication skills (verbal and written) to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank.
• Ability to facilitate and coordinate efforts with key government and non-government stakeholders.
• Ability to work with minimal supervision.
• Ability to work a rotating on-call shift (once a month/Sat & Sun)

Qualifications

To be successful in this role, you will have:

• High School Diploma
• 4 years’ experience in Help Desk Operations
• An Associate Degree with 2 years of related experience will be considered
• A current DoD Secret Security Clearance
• Working knowledge of or proficiency in JIRA software or equivalent Help Desk software

Additional desired experience and skills:

• Knowledge of Air Force CE Community
• Knowledge of TRIRIGA IWMS software
• Knowledge of JIRA Help Desk software or similar software

If you are interested in supporting and working with our Air Force Civil Engineers across the globe on a passionate, talented, and diverse Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000 employees strive to make an impact every day across 100 sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.