Enterprise Help Desk

Plateau Software Inc is seeking an Enterprise Help Desk Technician to deliver Tier-I support for a critical U.S. Army program located in Daleville, AL. This onsite role centers on timely phone support, accurate ticketing, and application-focused assistance for USACRC systems and users.

Role Overview

The Enterprise Help Desk Technician will monitor and resolve support requests in accordance with the G6 Enterprise Help Desk Standard Operating Procedure (SOP) and applicable Service Level Agreement (SLA) requirements. The position also supports end users through testing, training, application troubleshooting, and coordination with related desktop and network teams as needed.

Key Responsibilities

• Monitor issues for resolution in accordance with the G6 Enterprise Help Desk Standard Operating Procedure (SOP) and Service Level Agreement (SLA).
• Redirect all external safety-related questions or issues to the appropriate Subject Matter Experts (SME).
• Perform end-user testing of in-house applications to validate functionality.
• Scan and retain all in-processing and out-processing paperwork; ensure submission of DD2875 and USACRC AUP to the Information System Security Manager (ISSM).
• Enter all issues into the government required ticketing system(s).
• Identify recurring issues and trends, then report findings up the chain.
• Collaborate with members of the desktop/network teams and other workgroups within the CRC on projects and initiatives as needed.
• Provide positive customer support to help maintain continuity between customers and Tier II staff.
• Deliver extensive end-user support (by phone or Teams) for all USACRC applications, including:
  • Providing end-user training when necessary.
  • Resolving issues that impede the report flow process.
  • Assisting with user account management within applications.
• Provide Weekly Reports to GOV staff for all reported issues using the Mishap tool.

Required Skills and Qualifications

• Strong communication and problem-solving skills.
• Ability to obtain and maintain a Secret Security clearance.
• Ability to obtain and maintain Security+ to access the applications within 90 days of the start date.

Technologies and Tools

• ASMIS 2.0 modules and ASMIS 2.0
• Teams
• Mishap tool
• DD2875
• USACRC AUP
• Information System Security Manager (ISSM)
• Secret Security clearance
• Security+

Work Location

This role is onsite in Daleville, AL.