ESSENTIAL DUTIES & RESPONSIBILITIES The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. * Develop the Help Desk processes and procedures for help desk team in support of a major Air Force capability initiative * Oversee Help Desk operations for a large user base * Improve the customer service experience, creating engaged customers and facilitating organic growth, taking ownership of customer inquiries/issues and following them through to resolution * Develop knowledge base processes, procedures and strategy for help desk team * Write and support the writing of knowledge content to support quick resolution of common customer issues and rapid access for service desk agents to repeatable support processes * Identify opportunities to enable push-button fixes for agents and work with development team to have them implemented * Resolve end user inquiries via phone and email and work with the end user remotely to solve their needs * Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources * Log all tasks in a ticketing system; work tickets until completion and keep the client informed of progress at all times * Document detailed descriptions of problems and resolutions in ticket queue Analyze and provide metrics on help desk performance, including SLAs QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Required (Minimum Necessary) Qualifications * 3 years' experience with technical help desk and/or Customer service center * Bachelors degree or 5-10 years equivalent experience * Must hold US citizenship Knowledge, Skills, Abilities, and Other Characteristics * Strong communication and analytical skills * Positive, professional, team player attitude * Strong work ethic and ability to self-motivate * Ability to organize and prioritize work in a fast-paced, changing environment * Knowledge Management aptitude with a focus on continuous learning and development * Excellent customer service skills * Excellent verbal and written communication skills to interact and communicate with individuals at all levels of the organization * Ability to research and effectively prepare training materials as needed Preferred * Knowledge and understanding of Air Force Cataloging and Provisioning processes a strong plus * Agile experience NECESSARY PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS * This position is not subj Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjAzOTcyLjEwNTA4QGJlcmluZ3N0cmFpdHNjb21wLmFwbGl0cmFrLmNvbQ