Communications Focal Point Technician

The Communication Focal Point Technician is responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed. The position provides customers and enterprise teams with rapid and accurate data, answers, and information. Experience in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.

Responsibilities

• Work with outside agencies to ensure local level compliance with required tasks.
• Work with local leadership and contacts to identify and report local issues to outside agencies.
• Routine checks of projects and tasks to ensure deadline compliance.
• Work with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Create, update, and route Enterprise provided information to local Kirtland AFB contacts.
• Create, update, route, and close help desk tickets in the Air Force Remedy ITSM
• Create and maintains process documentation and standard operating procedures.
• Create, maintain, record, and archive documentation in accordance with documented program guidance.
• Perform project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements.

Education/Experience Required

• Minimum DoD 8570 IAT Level I (A+ CE, CCNA-Security, CND, Network+ CE, or SSCP) certification required
• Must possess a valid state driver's license and be capable of operating a motor vehicle.

Qualifications Required

• Requires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization.
• Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
• Prior experience in a government consulting services environment is preferred.
• Familiarity with Windows Operating systems and the Microsoft Office Suite
• Familiarity with creating/updating tickets in the Air Force Remedy ITSM preferred.
• Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.
• Familiarity with active directory Account Permissions/Provisioning
• Experience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.
• Ability to learn and support new software.
• Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
• Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.
• Experience in organizing and coordinating user appointments.

Clearance Required

• DoD Secret clearance is required, or the ability to obtain a DoD Interim Secret clearance.