Help Desk Operations Specialist

As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist, you will serve as a direct point of contact for customers supporting IT functions. The role focuses on diagnosing application, hardware, and network issues, managing incidents through Jira, and maintaining technical documentation in Confluence.

Location and Schedule

• Location: Omaha, NE (onsite)
• Travel: Up to 10%
• Type of travel: Continental US

Compensation

• Salary: USD 49,200 - 100,900 per year

Role Responsibilities

• Own resolution of Incident, Problem, and Service Request items.
• Proactively monitor calls, incidents, and service request workflows, processes, and queues to identify and address issues affecting service delivery or user quality.
• Identify, document, track, and examine customer-reported issues in a Jira Ticketing System to support timely resolution.
• Troubleshoot customer applications, hardware, network issues, and related performance concerns.
• Conduct onsite and remote analysis, diagnosis, and resolution of complex customer problems.
• Handle technical support requests via telephone and e-mail for support networks, systems, and services.
• Contact customers with detailed instructions or status updates to maintain clear situational awareness; collect feedback to support knowledge management and improve the customer support experience.
• Support maximum availability, security, and reliability of IT operations by monitoring systems and applications for risks, threats, vulnerabilities, and inefficiencies.
• Draft, edit, maintain, and contribute input to local Help Desk Standard Operating Procedures (SOP).
• Provide account management to ensure currency and accuracy of user and computer accounts.
• Create, manage, and audit user accounts and activity to support access, performance, and security guidelines.
• Support testing and evaluation of new technology, including preparing reports with test results and specific recommendations.
• Prepare, test, and implement scripts to simplify system tasks for local use.

Required Qualifications

• Security clearance: Active TS/SCI
• Education: Bachelor's degree in a technical discipline from an accredited college or university (additional Network Administration experience may substitute for a bachelor’s degree)
• Experience: Minimum 3 years of relevant experience
• Certification: CompTIA Security+
• Strong customer service and time management skills
• Excellent communication and problem-solving skills
• Creative thinking skills

Technologies and Tools

• Jira
• Confluence
• CompTIA Security+
• IT Information Library (ITIL)
• LANs
• WANs
• Cloud computing
• Data center
• Server

Benefits

• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits
• Flexible time off benefit
• Robust learning resources

Additional Knowledge (Desired)

• Knowledge of common customer service elements, processes, and techniques, including IT Information Library (ITIL) processes
• Knowledge of LANs, WANs, cloud computing, data center, servers, and other communications systems to identify and resolve system and network issues
• Knowledge of office automation databases, devices, and related products to capture and track customer issues in a ticketing system

What You Can Expect

• A culture of integrity
• An environment of trust
• A focus on continuous growth

Minimum Clearance Required to Start

• TS/SCI

Education Minimum

• Bachelor's degree in a technical discipline