Location:(Remote) Scott AFB IL (Remote within CONUS)
Security Clearance: Tier 1 (T1) Investigation / Public Trust must be favorable
Certifications: HDI Customer Service Representative (HDI-CSR) Certification required
Primary Duties and Responsibilities
Provide 24/7/365 Tier I helpdesk and call center support to global DoD customers for 20 ARTRANS transportation finance and identity management applications via telephone voicemail email self-service web and fax.
Answer evaluate and prioritize inbound customer incidents; interview customers to collect problem information and determine the source of errors or issues.
Research troubleshoot and investigate issues; resolve at Tier I or escalate to Tier II in accordance with documented escalation procedures and the E2E SMC SOP.
Log and fully document each customer interaction in ServiceNow including customer contact information issue identified activities taken and issue resolution.
Input new solutions and update existing entries in the ServiceNow Knowledge Database to ensure step-by-step resolution instructions remain current accurate and accessible.
Monitor all supported applications per the approved check schedule (three times daily) reporting problems and outages to the Prime Contractor within 30 minutes of detection.
Follow established standard operating procedures security guidelines and call quality standards for all customer interactions.
Support TEAMS ICAM user account administration tasks including reviewing approving disapproving locking and unlocking user accounts within four (4) business days of receipt.
Provide supplemental information and screen captures when logging GATES Water Port tickets and escalate to ARTRANS G3 within one (1) hour of ticket receipt.
Maintain adherence to E2E SMC call quality metrics including abandonment rate average call time first call resolution (FCR) and queue time performance standards.
Follow up on customer inquiries and ensure all incidents are kept current and updated throughout the resolution lifecycle.
Attend required security and compliance training including OPSEC IA Awareness PII Phishing Awareness and other USTRANSCOM-mandated training upon arrival and annually thereafter.
Basic Qualifications Required Education Certifications Skills and Experience
High school diploma or GED required; Associate s or Bachelor s degree in Information Technology Computer Science or a related field preferred
Minimum 1 year of experience in a help desk call center or IT customer support role
HDI Customer Service Representative (HDI-CSR) certification required; must be obtained prior to or shortly after start date
Familiarity with IT service management (ITSM) tools; prior ServiceNow experience strongly preferred
Experience supporting customers via telephone email and ticketing systems in a high-volume call center environment
Ability to work rotating shifts in support of a 24/7/365 operations center
Strong verbal and written communication skills with the ability to clearly document technical issues and resolutions
Basic knowledge of IT concepts including networking account management and common software applications
Ability to follow detailed standard operating procedures and escalation protocols consistently
Strong customer service orientation with the ability to remain professional and effective under pressure
Experience working in or supporting DoD or federal government IT environments preferred
Must be a U.S. Citizen; ability to obtain a Tier 1 (T1) / Public Trust investigation (NACI) with favorable suitability required; CAC required for system access
Minimum Citizenship Status Requirements: US Citizen
When You Join FedTec You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. Just as you would do for your own family we prioritize your safety health and happiness. That is why we ve created the FedTec Total Well-Being program offering benefits like:
Health & Wellness: Medical dental and vision plans with valuable features like Telehealth virtual care and resources to support your physical and mental well-being.
Time to Recharge: Generous paid time off to relax and rejuvenate.
Financial Security: 401(k) company-paid short- and long-term disability life insurance and additional voluntary coverage.
Life & Family Support: Employee Assistance Program (EAP) Pet Insurance and Prepaid Legal services.
Recognition & Growth: The FedTec Applause program rewards outstanding contributions while our Learning & Development programs support your career growth.
Fitness & Wellness: The FedTec Fit Program includes an on-staff Fitness Coach personal and group training sessions company fitness challenges and ongoing wellness support.
As an Equal Opportunity Employer we consider all qualified applicants without regard to disability protected veteran status or any other status protected by law. We are committed to a fair and inclusive workplace where advancement is based on merit skills and contributions.
If you feel that your qualifications talents and values align with our culture we welcome you to apply by submitting your resume today!
No Agencies Please
Help Desk Analyst Junior FedTec is seeking a motivated Help Desk Analyst Junior to provide Tier I IT Service Management (ITSM) helpdesk support in direct support of the U.S. Army Transportation Command (ARTRANS) End-to-End Systems Management Center (E2E SMC). This role serves as a frontline ...
Location:(Remote) Scott AFB IL (Remote within CONUS)
Security Clearance: Tier 1 (T1) Investigation / Public Trust must be favorable
Certifications: HDI Customer Service Representative (HDI-CSR) Certification required
Primary Duties and Responsibilities
Provide 24/7/365 Tier I helpdesk and call center support to global DoD customers for 20 ARTRANS transportation finance and identity management applications via telephone voicemail email self-service web and fax.
Answer evaluate and prioritize inbound customer incidents; interview customers to collect problem information and determine the source of errors or issues.
Research troubleshoot and investigate issues; resolve at Tier I or escalate to Tier II in accordance with documented escalation procedures and the E2E SMC SOP.
Log and fully document each customer interaction in ServiceNow including customer contact information issue identified activities taken and issue resolution.
Input new solutions and update existing entries in the ServiceNow Knowledge Database to ensure step-by-step resolution instructions remain current accurate and accessible.
Monitor all supported applications per the approved check schedule (three times daily) reporting problems and outages to the Prime Contractor within 30 minutes of detection.
Follow established standard operating procedures security guidelines and call quality standards for all customer interactions.
Support TEAMS ICAM user account administration tasks including reviewing approving disapproving locking and unlocking user accounts within four (4) business days of receipt.
Provide supplemental information and screen captures when logging GATES Water Port tickets and escalate to ARTRANS G3 within one (1) hour of ticket receipt.
Maintain adherence to E2E SMC call quality metrics including abandonment rate average call time first call resolution (FCR) and queue time performance standards.
Follow up on customer inquiries and ensure all incidents are kept current and updated throughout the resolution lifecycle.
Attend required security and compliance training including OPSEC IA Awareness PII Phishing Awareness and other USTRANSCOM-mandated training upon arrival and annually thereafter.
Basic Qualifications Required Education Certifications Skills and Experience
High school diploma or GED required; Associate s or Bachelor s degree in Information Technology Computer Science or a related field preferred
Minimum 1 year of experience in a help desk call center or IT customer support role
HDI Customer Service Representative (HDI-CSR) certification required; must be obtained prior to or shortly after start date
Familiarity with IT service management (ITSM) tools; prior ServiceNow experience strongly preferred
Experience supporting customers via telephone email and ticketing systems in a high-volume call center environment
Ability to work rotating shifts in support of a 24/7/365 operations center
Strong verbal and written communication skills with the ability to clearly document technical issues and resolutions
Basic knowledge of IT concepts including networking account management and common software applications
Ability to follow detailed standard operating procedures and escalation protocols consistently
Strong customer service orientation with the ability to remain professional and effective under pressure
Experience working in or supporting DoD or federal government IT environments preferred
Must be a U.S. Citizen; ability to obtain a Tier 1 (T1) / Public Trust investigation (NACI) with favorable suitability required; CAC required for system access
Minimum Citizenship Status Requirements: US Citizen
When You Join FedTec You Are Joining a Family! We take pride in our work and the true and transparent relationships we build with our employees and partners. Just as you would do for your own family we prioritize your safety health and happiness. That is why we ve created the FedTec Total Well-Being program offering benefits like:
Health & Wellness: Medical dental and vision plans with valuable features like Telehealth virtual care and resources to support your physical and mental well-being.
Time to Recharge: Generous paid time off to relax and rejuvenate.
Financial Security: 401(k) company-paid short- and long-term disability life insurance and additional voluntary coverage.
Life & Family Support: Employee Assistance Program (EAP) Pet Insurance and Prepaid Legal services.
Recognition & Growth: The FedTec Applause program rewards outstanding contributions while our Learning & Development programs support your career growth.
Fitness & Wellness: The FedTec Fit Program includes an on-staff Fitness Coach personal and group training sessions company fitness challenges and ongoing wellness support.
As an Equal Opportunity Employer we consider all qualified applicants without regard to disability protected veteran status or any other status protected by law. We are committed to a fair and inclusive workplace where advancement is based on merit skills and contributions.
If you feel that your qualifications talents and values align with our culture we welcome you to apply by submitting your resume today!
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