The Role
Provide frontline help-desk support for JKO courseware delivered via Atlas Pro LMS: answer phone/email/web inquiries, troubleshoot courseware and account issues, liaise with IT, document actions for leadership, and perform group functions. Must work mostly onsite, accept shift hours, and support LMS/portal users.
Summary Generated by Built In
Description
Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the Joint Knowledge Development and Distribution Capability's internet-based courseware presented via the Atlas Pro Learning Management System (LMS).
Hours of operation for this position is Monday-Friday 3Pm - 11PM EST
Duties and Responsibilities:
- Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications.
- Employee will be asked to assist customers with specific courseware issues, as well as account inquiries.
- Serve as liaison between staff and the technology department to resolve issues.
- Employee must also be capable of documenting actions to be reported to government and contract leadership. Employee will also perform any group related functions as required.
Requirements
Required Qualifications:
- Requires an active secret clearance
- Experience using MS Office products
- Basic understanding of Java script, Flash, and basic Internet functions, e.g. checking browser for settings on browser.
- Work with staff and customer requires good interpersonal skills. Help-desk personnel will respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps.
- Must have a minimum of 2 years JKO JMO experience, and full working knowledge and rights to the JKO LCMS as a Systems Administrator
- Must have good verbal and written communications skills.
Desired Qualifications:
- Acceptable Majors: Any Technical field at the bachelor’s level is a plus.
- Experience in using the Atlas Pro LMS
- 6 months Help Desk experience (desired), especially if using Remedy or similar ticketing program
- Experience in training military & civilian personnel via computer based and web-based applications;
- Experience in working with Advanced Distributed Learning.
Skills Required
- Active Secret clearance
- Experience using MS Office products
- Basic understanding of JavaScript, Flash, and basic Internet/browser functions
- Ability to use portals and Learning Management Systems (LMS)
- Good interpersonal, verbal, and written communication skills
- Willingness to work shift hours and a 4-days onsite/1-day remote schedule
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The Company
What We Do
Native American Technology Corporation (NATECH) is a family-owned small business providing multi-disciplinary professional and technical services, including program management and training, primarily to government and federal agencies.
