Job Requirements
Tinker AFB, OK
Top Secret Polygraph not specified
Early Career (2+ yrs experience)
$50,000 - $55,000
Job Description
Position Summary:
The CyberSpace Infrastructure Planning System (CIPS) is the system of record for:
• Official processing of infrastructure related Information Technology (IT) requirement documents
• Air Force wide processing of IT Infrastructure funding requests
• Integrated portfolio management
• Base inside & outside cable plant infrastructure documentation
• Communications layer of the Installation Geospatial Information and Services (IGI&S)
The scope of this project is to provide maintenance, sustainment, documentation, training, and modernization for CIPS for the 38 Cyberspace Engineering Installation Group (38 CEIG), Tinker AFB, OK. This includes supporting CIPS to sustain an operational standard of 99% availability during Tinker AFB normal duty hours. Services also include system software development and recommendations for software tools and hardware support to ensure available operation of CIPS and the implementation of system enhancements that evolve and expand CIPS capabilities and performance.
DSD Laboratories is seeking a Help Desk Tier II position, to support the CIPS program. This position will serve as the entry point for all user trouble calls and questions on the program. CIPS is built on an Oracle and Microsoft .NET Framework (4.8) architecture.
Primary Duties/Responsibilities:
• Answer and resolve Tier II support calls efficiently, ensuring calls are answered promptly and professionally.
• Created and manage customer work orders for each call handled in the USAF CIPS web application.
• Provide advanced technical support to clients via telephone, email, and Microsoft Teams.
• Coordinate with Tier I Help Desk and other software engineering team members to ensure quick resolution of issues and early detection of software defects.
• Ensure all VIP calls are prioritized and responded to immediately.
• Develop and maintain professional working relationships with customers to understand and meet their support needs.
• Diagnose, research, and resolve complex software and hardware technical problems.
• Perform end-user testing of new software releases/builds and log software defects into Microsoft Azure DevOps (ADO).
• Document, track, and monitor issues to ensure timely resolution.
• Collaborate with Help Desk Manager and other team members to meet and exceed customer requirements.
• Provide guidance and support to Tier I help desk personnel.
• Advise management of potential risks impacting customer base and software baseline environment.
• Continuously update knowledge base and stay current with emerging IT trends and technologies.
Skills and Education Qualifications
• Exceptional customer service skills are essential.
• Strong commitment to delivering the highest quality service to customers.
• Excellent verbal and written communication skills; adept at handling phone, e-mail, and chat communications.
• Extensive knowledge of information technology networks, systems technologies, processes, and methodologies.
• Proven problem-solving skills and the ability to diagnose and resolve complex technical issues.
Skills and Educations Preferences
• B.S. in Computer Science or equivalent education and experience.
• 3+ years of previous Help Desk experience.
• 3+ years of previous Customer Service experience in a Call Center environment.
• 3+ years of experience in the IT field.
• 2+ years of user software testing experience.
• Proficiency with IT and Help Desk technologies, including Microsoft Azure DevOps (ADO), other ticketing systems, VPNs, Office 365 Suite, Windows 11, Microsoft Teams, and laptop technologies.
The CyberSpace Infrastructure Planning System (CIPS) is the system of record for:
• Official processing of infrastructure related Information Technology (IT) requirement documents
• Air Force wide processing of IT Infrastructure funding requests
• Integrated portfolio management
• Base inside & outside cable plant infrastructure documentation
• Communications layer of the Installation Geospatial Information and Services (IGI&S)
The scope of this project is to provide maintenance, sustainment, documentation, training, and modernization for CIPS for the 38 Cyberspace Engineering Installation Group (38 CEIG), Tinker AFB, OK. This includes supporting CIPS to sustain an operational standard of 99% availability during Tinker AFB normal duty hours. Services also include system software development and recommendations for software tools and hardware support to ensure available operation of CIPS and the implementation of system enhancements that evolve and expand CIPS capabilities and performance.
DSD Laboratories is seeking a Help Desk Tier II position, to support the CIPS program. This position will serve as the entry point for all user trouble calls and questions on the program. CIPS is built on an Oracle and Microsoft .NET Framework (4.8) architecture.
Primary Duties/Responsibilities:
• Answer and resolve Tier II support calls efficiently, ensuring calls are answered promptly and professionally.
• Created and manage customer work orders for each call handled in the USAF CIPS web application.
• Provide advanced technical support to clients via telephone, email, and Microsoft Teams.
• Coordinate with Tier I Help Desk and other software engineering team members to ensure quick resolution of issues and early detection of software defects.
• Ensure all VIP calls are prioritized and responded to immediately.
• Develop and maintain professional working relationships with customers to understand and meet their support needs.
• Diagnose, research, and resolve complex software and hardware technical problems.
• Perform end-user testing of new software releases/builds and log software defects into Microsoft Azure DevOps (ADO).
• Document, track, and monitor issues to ensure timely resolution.
• Collaborate with Help Desk Manager and other team members to meet and exceed customer requirements.
• Provide guidance and support to Tier I help desk personnel.
• Advise management of potential risks impacting customer base and software baseline environment.
• Continuously update knowledge base and stay current with emerging IT trends and technologies.
Skills and Education Qualifications
• Exceptional customer service skills are essential.
• Strong commitment to delivering the highest quality service to customers.
• Excellent verbal and written communication skills; adept at handling phone, e-mail, and chat communications.
• Extensive knowledge of information technology networks, systems technologies, processes, and methodologies.
• Proven problem-solving skills and the ability to diagnose and resolve complex technical issues.
Skills and Educations Preferences
• B.S. in Computer Science or equivalent education and experience.
• 3+ years of previous Help Desk experience.
• 3+ years of previous Customer Service experience in a Call Center environment.
• 3+ years of experience in the IT field.
• 2+ years of user software testing experience.
• Proficiency with IT and Help Desk technologies, including Microsoft Azure DevOps (ADO), other ticketing systems, VPNs, Office 365 Suite, Windows 11, Microsoft Teams, and laptop technologies.
group id: 10147693