Job Description:

The MAF Help Desk Technical Support Level three (3) is an experienced position responsible for the smooth operations and timely responses in support of the daily events conducted on the Distributed Training Center Network (DTCN). The primary responsibilities are to the United States Mobility Air Forces' customers using the DTCN to connect daily training events. He/she will trouble shoot any even tissues and work closely with MAF DMO Operations and Integration (O&I) staff to develop and implement solutions. They will follow standard operating procedures and accurately log all support provided using web-based event management system.
The Help Desk Technician will also provide technical support for computers and associated networks at the MAF Distributed Training Center (DTC). This includes maintaining trouble logs and system metrics. Additionally, they will instruct users in the use of personal computers and networks and perform duties necessary to support and operate a helpdesk. Because of the complexities of the DTCN and the services provided, the technicians must be familiar and understand the languages of simulator flight operations, network services, and security processes to answer questions and provide quick responses on computer hardware, software, network, and telecommunications systems issues.
During daily Help Desk operations in conducting Distributed Mission Operations (DMO) events, the technician will have duties and tasks that vary depending on event needs. He/she will be expected to respond to questions from callers and remotely assist users dealing with event scheduling, security and event start/termination issues. He/she will resolve routine questions and problems, and make quick, decisive decisions in escalating more complex problems or questions to higher levels. The Help Desk Technician will document help desk calls and responses, submit trouble/support tickets; write System Problem Reports (SPR) for analysis; and support other technicians to set up tests, maintenance and support events. In addition, the Help Desk Technician must alert management to recurring problems and patterns of problems. He/she will contribute to the completion of organizational projects and goals, and will be expected to support system improvements/upgrades affecting event management.



Qualifications:




Basic Qualifications:

• Typical Minimum Education Experience: AA or other 2 year technical degree in related discipline and 3 years of related experience / 5 years of experience in customer service relations may be substitued for degree requirement / Bachelor's Degree may substitue for related experience
• US Citizenship is required with a minimum interim DoD Secret clearance to start
• Strong computer skills including troubleshooting and networking
• Ability to provide support over the phone with a professional demeanor
• Good verbal and written communication skills
• Good interpersonal skills
• Travel 10%

Preferred Qualifications:

• Active US DoD Secret Security Clearance
• Good Problem solving skills; ability to visualize a problem or situation and think abstractly to develop solutions
• IT Helpdesk experience

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions. Apply Now