Service Desk Representative

Company: Segue Technologies, Inc.
Location: Warner Robins
Posted on: April 3, 2021

Job Description:

Position Summary: Segue Technologies, Inc. seeks a Service Desk Representative to join our team. The selected candidate will join the GTIMS Enterprise Service Desk (ESD) team supporting users of the US Air Force's Air Mobility Command (AMC) and Air Force Reserve Command (AFRC). Position may require weekend and nighttime hours ( Segue Technologies is a wholly owned subsidiary of Tetra Tech, Inc. Segue is based out of Arlington, VA, with a presence in 14 states and DC. We support Federal and DoD organizations to develop and enhance mission-critical business systems. We provide custom software applications, solve data management problems, and support the evolution of the mobile workforce. Our compensation package includes: Competitive Annual Salaries, Rewards and Recognition Program, Employee Stock Purchase Plan, Paid Time Off that Increases with Seniority, Paid Holidays, Life and Disability Insurance, 401K Retirement Plan with Employer Contribution, Dental, Vision, and Health Insurance, Flexible Spending Account, Tuition and Training Reimbursement. Job Duties and Responsibilities include but are not limited to: Manage and troubleshoot interfaces between GTIMS and other information systemsAssist with product support functions, provide direct assistance to users, troubleshoot systems/database administration issues and conduct training for AMC/AFRC User's and functional staffProvide technical and operational support on functional applications, common services applications, GTIMS hardware, software, and network problems, GTIMS technical refresh, and GTIMS related network and database administration.Manage and monitor the GTIMS network and network security; GTIMS network accounts; and GTIMS functionality on workstations, servers and the network to include all user issues that cannot be resolved by the Product Support TeamPerform GTIMS Software Testing and system configuration testing in preparation of new software releases (beta testing)Use knowledge of Air Force training and experience with Air Force training information systems to support users, troubleshoot issues and conduct training for usersResponsible for initial entry and updating of syllabi and dataProvide training to new users as well as training that introduces new upgrades, functions, and releasesMonitor customer helpdesk ticket workflow and statusDocument issues that arise from local customersProvide status reports on site activities, as requiredAttend team project meetingsProvide analysis and documentation of project-related issues, tasks and related work activitiesDeliver presentations and provide training on range and training programs and servicesAdditional tasks as required Required Skills: Active Secret DOD Security ClearanceAbility to obtain and maintain a DOD 8570 IAT Level II certification (CompTIA Security + or higher-level certification) within three months of hire5+ years of experience in Service Desk, Help Desk or Customer Service supportPossess a thorough understanding of Air Force training and have experience with training information systems, specifically GTIMSExperience with MS Office product suiteTroubleshooting and technical support experience via phone, web-based tools, and emailActive Directory, Linux, SharePoint, virus removal, troubleshooting and wireless connectivity issues experienceAbility to interact with senior leadershipStrong verbal and written communication skills, including the ability to interface directly with customersStrong attention to detail and organization skills Desired Skills: Active Security+ certificationExperience with JIRA softwareData entry experienceCurrent knowledge of TIMS and/or GTIMS programsCurrent knowledge of Air Force Network EnvironmentsGTIMS training experienceExperience with DoD System DevelopmentBachelor's degree in Computer Science, IT Systems, Engineering or another technical field, or related major Segue Technologies, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit our website, www.seguetech.com/careers, to submit an application.

Keywords: Segue Technologies, Inc., Warner Robins , Service Desk Representative, Sales , Warner Robins, Georgia