Position Overview: We are seeking outstanding IT candidates to provide enterprise technical support to the Air Force. The role is hybrid. After the initial training up, you will be able to work telework 2 days per week. While a Secret clearance is desired, we can sponsor promising candidates for a clearance. There is the possibility of on-site training to help you earn your Security+. There is a large operation with opportunities for advancement as you gain experience. What You'll Get to Do: We are looking for enthusiastic and driven individuals to fill the role of an Enterprise Service Desk Technician. In this position, you will be the first point of contact for users, providing exceptional technical assistance and ensuring a seamless experience Airmen and Guardians across the globe. If you thrive in a fast-paced environment and enjoy problem-solving while providing exceptional customer experience, this is the perfect opportunity for you! Join us in making a difference and be part of a dedicated team that supports and empowers our users every day. With our operations running 24/7, you'll have the chance to embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts. Job Responsibilities: • Advanced Technical Support: Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support. • Incident Management: Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support. Qualifications: • US Citizenship required
• Ability to obtain and maintain a Secret DoD Clearance
• High School diploma and 5+ years' technical experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience).
• Excellent communication skills; both written and spoken
• Ability to work in a team environment.
• Adapt and learn new technologies quickly (MS Operating Systems, Office Products, and Department of the Air Force specified software).
• Knowledgeable of customer service best practice and processes Desired Skills:
• Active DoD Secret Clearance
• Security+ Certification
• Experience using Service Now service management software (or similar tool) The role includes health insurance, dental insurance, 4% 401k match, and other benefits. Schedule All new hires are required to work onsite for the first 3-4 weeks for training. After training, they will be assigned a shift and those shift details will not be provided until training is over. Since it's a 24/7 operations center, candidates must be available for any rotating shift. Once they complete their 3-month contract they will have the opportunity to select a preferred shift when they convert over to the prime contractor. Hybrid schedule - two teams -Team A and Team B. Team A will work remotely for a few days for one week and the following week Team B will have their turn to work remotely for a few days. Teams will alternate weekly.

NineFX, Inc.

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