Service Desk Representative - Data Systems Analysts, Inc.

DSA is seeking a highly qualified Service Desk Representative with an active secret clearance to join our team at Scott AFB, IL.

Required Qualifications

• Service desk/customer contact experience (Tier 1 or 2)
• Secret Clearance
• CompTIA Security+
• High school diploma or equivalent (Associate's degree in IT-related field preferred).

• Proven experience in a customer-facing technical support role.
• Strong troubleshooting skills for both hardware and software issues.
• Proficiency in operating systems (e.g., Windows) and common office software (e.g., Microsoft Office).
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team and adapt to a dynamic IT environment.
• IT certifications (e.g. ITIL Foundation, HDI)
• Military operations (i.e. Aviation) or mission support (i.e. ARMS) experience
• Familiarization with Air Force Network
• Working knowledge of G/TIMS, PEX, or other Training Management System

Key Responsibilities
DSA is looking for a Tier 1 or 2 service desk agent to provide technical support and excellent customer service to Scott AFB G/TIMS users. As a service desk agent, you'll be the first point of contact for resolving technical issues, troubleshooting problems, and ensuring smooth operations. You will utilize Redmine as an Issue Management System and Microsoft Teams in the work environment, provide training to users in the effective use of G/TIMS, track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of G/TIMS capabilities. Service Desk personnel are responsible for troubleshooting user issues and provide training to new users as well as training that introduces new upgrades, functions, and releases.
Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Affirmative Action/Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding, or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state, or local laws. DSA requires background checks, where permitted, by law. DSA is an E-Verify Employer
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