Help Desk Associate

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Deliver prompt, multi-channel assistance to end users.

• Address inquiries and concerns related to accounts, AF-PLM usage, system availability, and other support requirements.

• Record and escalate intricate user issues, ensuring ownership until resolution.

• Relay known issues, status updates, and solutions to the user community.

• Recognize knowledge gaps and provide feedback to the training team.

• Set up new AF-PLM users with the appropriate group, role, and project assignments.

• Manage user accounts throughout their entire lifecycle.

• Handle System Access Requests and collaborate with the cloud platform provider to ensure compliance with security protocols.

• Guide users on AF-PLM access controls, ACLs, groups, roles, and project memberships.

• Diagnose permission and access challenges, recommending corrective actions to safeguard sensitive information.

• Conduct regular account validations in accordance with ISSM guidance.

• Assist the development team with urgent account and access requirements.

• Utilize Excel and VBA to analyze data, streamline repetitive tasks, and create reports.

• Generate help desk metrics, user access statistics, and additional reports for management and clients.

• Create and uphold standard operating procedures for help desk functions and account management.

• Develop and maintain internal technical guides and documentation for supported applications and processes.

• Support DoD digital engineering ecosystems through Sabel Systems' secure, scalable solutions.

⛳️ Requirements

• Active DoD 8570/8140-compliant IAT Level II certification or higher (e.g., Security+), or the capability to obtain one within two months of employment.

• U.S. citizenship with an active Secret level clearance.

• More than 2 years of experience in a help desk or technical support position.

• Familiarity with digital engineering principles, including product lifecycle management (PLM) and engineering data management.

• Exceptional written and verbal communication abilities, including the capacity to clarify technical matters to users of varying technical expertise.

• Strong attention to detail.

• Willingness to learn new tools and to acquire and maintain certifications through ongoing education.

• Capability to work efficiently both independently and collaboratively as part of a team.

• Advanced skills in Excel and VBA.

• Bachelor's degree in computer science, Information Technology, or a related discipline, or equivalent experience (preferred).

• Advanced proficiency in the Microsoft Office Suite, particularly Excel.

• Preference for candidates with Teamcenter administration experience, ideally 2+ years.

• Familiarity with Jira or similar ticketing and collaboration platforms.

🏝️ Benefits

• Healthcare.

• Financial support in cases of illness, injury, disability, work loss, or death.

• Health savings accounts.

• Retirement plans.

• Paid time off.

• Paid holidays.

• Reimbursement for education and training programs.

• Competitive benefits and compensation package.

• Fully remote work arrangement.

• No travel required.