Helpdesk Administrator

Description:

Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the Joint Knowledge Development and Distribution Capability's internet-based courseware presented via the Atlas Pro Learning Management System (LMS).

***This position currently requires a work schedule for the night shift from 2300-0700.

Duties and Responsibilities:

• Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications.
• Employee will be asked to assist customers with specific courseware issues, as well as account inquiries.
• Serve as liaison between staff and the technology department to resolve issues.
• Employee must also be capable of documenting actions to be reported to government and contract leadership. Employee will also perform any group related functions as required.

Requirements:

Required Qualifications:

• Requires an active secret clearance
• Experience using MS Office products
• Basic understanding of Java script, Flash, and basic Internet functions, e.g. checking browser for settings on browser.
• Work with staff and customer requires good interpersonal skills. Help-desk personnel will respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
• Must understand how to use portals, Learning Management Systems, etc.
• Must have good verbal and written communications skills.

Desired Qualifications:

• Acceptable Majors: Any Technical field at the bachelor’s level is a plus.
• Experience in using the Atlas Pro LMS
• 6 months Help Desk experience (desired), especially if using Remedy or similar ticketing program
• Experience in training military & civilian personnel via computer based and web-based applications;
• Experience in working with Advanced Distributed Learning.