Help Desk Analyst

Exeter Government Servi
 Montgomery, AL

Job Title: Help Desk Analyst

Location: Maxwell AFB – Gunter Annex, Montgomery, AL or Wright-Patterson AFB, Dayton, OH (Hybrid-remote)

Required Clearance: Secret

Required Certification(s): None

Required Education: High School Diploma or better

Required Experience: 1+ years

Position Description:

This position is a Customer Telephone Support Analyst on the Inspector General Evaluation Management System/Management Internal Control Toolset (IGEMS/MICT) Program to support the Business and Enterprise Systems (BES) Air Force Life-Cycle Management Center Business Enterprise Systems (AFLCMC/HIBH) organization. This Help Desk assignment is a hybrid remote position. The ability to access SIPRNet as needed requires that some duties be performed at Wright-Patterson AFB or Maxwell AFB – Gunter Annex. Candidates should live within commuting distance of Dayton, OH or Montgomery, AL.

Primary Responsibilities:

  • Resolve user problems in a call center/help desk environment.
  • Monitor, log, resolve (if applicable), and respond to help desk calls and emails.
  • Responsible for resolving all questions and issues related to system availability and access.
  • Processing DD 2875 requests
  • Maintaining help desk documentation, ticket tracking, and email org box
  • Manage access to the IGEMS/MICT application and perform other system account setup, data ownership transfers, publishing of documents, etc., provide system expertise in the operational use of IGEMS/MICT, and coordinate with the HEDC computer operations staff to resolve program malfunctions
  • Other duties as assigned

Required Skills:

  • Excellent customer service skills
  • Excellent communications skills
  • Willing to work flexible shifts, including on-call afterhours and weekends
  • Must be a team player and can work well with others
  • Ability to work independently
  • Ability to work in a demanding and fast paced environment

Required Qualifications:

  • Interim Secret clearance or higher

Desired Qualifications:

  • DoD 8570 Information Assurance Technical (IAT) Level II (Security+) certification
  • Experience working on Air Force programs

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.