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Help Desk Support Tier 1-Remote ID-5532

Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal:

"Get quality and secure solutions in the customers hands as soon as possible".

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Who We Need

The Air Force Product Lifecycle Management (AF-PLM) Capability Support Office (CSO) Help Desk Support role assists with onboarding and client engagement activities for Department of Defense (DoD) clients using DPaas LaunchPad. This individual will work closely with onboarding and client engagement teams to facilitate a smooth and efficient onboarding experience for new DoD users. They will interact directly with customers to gather information, identify user needs (including roles and access requirements), and ensure timely access to necessary environments. This role also involves handling incoming support requests, converting reported issues from email to the ServiceNow ticketing system. Additionally, this individual will facilitate communication between Level 2 support teams and the user community to ensure prompt resolution of issues. This position will provide support for various digital programs within the AF-PLM ecosystem. This position is contingent upon the successful award of the related contract.

What You'll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
  • Providing end-users with rapid, multi-channel access to support resources.
  • Quickly resolve most reported user deficiencies at time of "first contact."
  • Process account request (System Access Request) and administration of accounts in a timely manner.
  • Basic training on standard processes.
  • Coordinating direct communication with Specific Tool POC.
  • Transcribe incident requests into ServiceNow. EG: Password resets, log in issues, environment issues, etc.
  • Demonstrates a proactive approach to problem-solving, anticipating potential issues and developing innovative solutions to mitigate risks.
  • Answer basic questions on their environment.
  • Escalating and follow complex user issues through resolution
  • Coordinating with Cloud Platform provider to ensure user request process compliance
  • Develop operating procedures for help desk operations and account management activities.
  • Other duties as assigned


Your Qualifications

Required

  • Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +) or able to complete certification within 60 days of hire.
  • Digital engineering technology experience.
  • Proficient in help desk operations and support.
  • Ability to follow security protocols to protect sensitive data.
  • Be a U.S. citizen and can obtain a Secret Clearance.
  • Excellent oral and written communication skills.
  • The ability to work as part of a dynamic and fast-paced team and have a positive influence on team outcomes.
  • Ability to obtain Secret Clearance
  • US Citizen
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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