SCITLS Help Desk Technician III

This onsite role at Offutt AFB, NE supports the USSTRATCOM enterprise IT environment as a SCITLS Help Desk Technician III. The position serves as the first point of contact for end users, diagnosing and resolving issues and escalating when necessary, with continuous 24/7 support across NIPRNet, SIPRNet, JWICS, SAP, and SAR environments.

Responsibilities

• Assist and support end users with technical issues and questions via multiple channels including phone, email, ITSM, and walk-in requests
• Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify problems, investigate causes, and recommend solutions, or escalate tickets per SOPs, work instructions, and knowledge articles
• Document requests and incidents thoroughly in accordance with business processes and standard operating procedures
• Record detailed, specific notes from interactions with customers
• Provide case status updates to management and end users in line with service level guidelines
• Maintain a high level of courteous customer service at all times
• Communicate effectively with customers across varying levels of technical and non-technical skills

Requirements

• High School diploma or equivalent; and 5 or more years of related experience (education may be substituted for experience)
• Active SECRET government clearance
• Intermediate proficiency with technical tools, with solid understanding of hardware, software, networks, and common IT applications
• Demonstrated experience with ITSM tools and ticketing systems (e.g., ServiceNow, Remedy) managing user support requests
• Ability to obtain ITIL 4 Foundation certification within the first 9 months of employment
• Ability to obtain CompTIA A+, CND, or Security+ certification within 90 days of employment
• Ability and willingness to work a full-time shift
• U.S. Citizenship

Technologies

• ServiceNow
• Remedy

Benefits

• 401(k) with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Exposure to cutting-edge technology you can learn from
• Paid vacation and holidays for rest and recharge

Work Requirements

• Years of Experience: 5+ years of related experience
• May vary based on technical training, certification(s), or degree
• Travel Required: None
• Citizenship: U.S. Citizenship Required