Help Desk Coordinator
Performance shall include:
-Monitor USAACE’s S.M.A.R.T ticketing system
-Monitor the Army Enterprise Service Desk (AESD) ticketing system
-Monitor the USAACE helpdesk phones during business hours
-Submit tickets on the behalf of the caller
-Contact all non-V.I.P customers within 4hrs to inform the customer of support after initial ticket submission.
-Resolve all tickets submitted in S.M.A.R.T and AESD within 48 business hours for non-V.I.P and 4 hours for V.I.P customers
-Submit a weekly ticket resolution report to the COTR and the COR
-Highlight trends on ticket submission and include insight on their analysis within the ticket resolution report
-Resolve all USAACE backlogged tickets within its SMART ticketing system before the end of the base year of this contract
-Report backlogged ticket resolution status and progress within a subsection of the Weekly Ticket Resolution Report.
-Provide direct customer desk-side assistance to all USAACE’s 6,500 active network users; this includes all USAACE Brigades, Battalions, Companies, and Headquarters personnel
-Desk-side support shall be in response to submitted tickets within AESD and/or S.M.A.R.T
-Assist in ensure USAACE policy compliance for all USAACE owned IT systems.
-Provide both software and hardware troubleshooting for all USAACE IT systems.
-B.S or B.A Degree
-7 year minimum managing IT Helpdesk Operations within a DoD environment.
-IAT Level II (IAW AR 25- 2, DoD 8570)
-Written and verbal communication skill, to include presentation development to senior ranking government officials.
-Current and active SECRET clearance