This position will be assigned to the Air Force Service Center, Port San Antonio, TX. This is a regular full-time category position with guaranteed 40 hours per week. Employees appointed to a regular category position are eligible for benefits.

Duties

HQ AFSVA enterprise Customer Support Center (CSC) systems and helpdesk technician. Supports daily operations in the enterprise CSC helpdesk. This position is focused on operations of a variety of functional systems to include the IBM AS/400 legacy system. Candidate will provide phone-based customer assistance for HQ AFSVA IT and comm support. Creates and closes tickets within Remedy or designated tracking tool. The CSC provides up to a 24-hour a day, seven days a week point of contact for HQ Agency and Services users worldwide. This is a personalized service for receiving inquiries and expeditiously resolving or referring them to the appropriate functional experts in various directorates for resolution. Provide support to the end user to diagnose and solve a variety of computer and functional system problems. Problems include computer hardware, software, operating system and driver software for specific configurations, as well as application and core service specific system problems. Responsible for providing support to all HQ AFSVA users which includes over 30K active duty, NAF, APF and contract customers worldwide. Provides personalized service logging all calls into Remedy (or alternate tracking system) system for tracking, reporting and follow-up purposes. Responsible for resolving all move, add, change and unlock account requests. Troubleshoot issues and provide solutions full-time via phone suppo11 using specific product knowledge, system utilities and other available resources. Follow established policies, procedures, operating instruction and processes to provide quality customer support to clients via telephone and/or e-mail. Log and properly document all issues, follow-ups and resolution information for each assigned ticket. Identify customer concerns or issues and resolve or escalate to the next level. Proactively seek out solutions to less common problems. Uses resources such as knowledge bases, resolved ticket information and help tools to locate solution to documented problems. Maintains working knowledge of all Help Desk-related policies, procedures, application installations, system configurations, current hardware, through on-going training and self-initiated research and study. Demonstrates a consistent sense of urgency on open issues to ensure resolution. Ensures timely follow up to all assigned open tickets. Provides training and assistance to other team members as required. Participates in special projects as required. If interested in applying for this position you may preview the online application: https://apply.usastaffing.gov/ViewQuestionnaire/12144179

Requirements

• This position requires the incumbent to complete a background investigation with favorable results.
• This position requires the incumbent to obtain and maintain a Secret Clearance for the duration of employment.
• This position requires the incumbent to obtain and maintain a Cyber Security Certification and IA certification within 6 months of appointment.

Qualifications

Who May Apply: Open to everyone. Applicants will be categorized by preference(s) and/or priority consideration eligibilities. An applicant's eligibility will be determined based on eligibility claimed in the questionnaire and proof of eligibility MUST be provided with application by the closing date, 10/12/2023 Business Based Action, Military Spouse Preference, Outside Applicant Veteran, Spouse/Widow/Parent of Veteran, and Transition Hiring Preference In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if the position allows for qualifying based on education, your transcripts will be required as part of your application. Qualifying Experience: Experience with systems operations and helpdesk service or equivalent. Experience with Microsoft Office Suite applications. Experience with IT software applications. Experience working with helpdesk management software. Experience with multi-tasking in a fast-paced environment and exercise patience and professionalism during stressful situations. Excellent customer service skills. Must be conducive to variable work schedule.Your qualifications will be evaluated on the basis of your level of knowledge, skills, abilities and/or competencies in the following areas: Effective oral and written communication skills. Personable, professional, polite, self-driven, motivated and a team player. **NOTE: Those qualified applicants who meet both the minimum qualification requirement(s) and highly preferred criteria(s) will be considered best qualified for this position and will be referred to the selecting official(s) first for consideration. All other applicants will be referred as needed and requested by the selecting official(s). **Reminder to Applicants: Your experience has to be clearly identified in your resume in order to receive consideration. If your resume does not provide enough information regarding your work history for us to make a creditable qualification determination, your application package may be rendered disqualified, and you will no longer be considered for this position. (Format example: Employer name, position title, beginning and ending dates of employment, with summary of duties, etc.)

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. This position does not allow for education substitution.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying.

Contacts

• Address AFSVC Information Technology Systems AFSVC/SVS, 2261 Hughes Ave, Suite #156 Lackland AFB, TX 78236-9852 US
• Name: AFSVC HQ NAF HR Office
• Email: [email protected]