Help Desk Administrator

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 ESTDuties 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.Required Qualifications:Requires an active secret clearanceExperience using MS Office productsBasic 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 LMS6 months Help Desk experience (desired), especially if using Remedy or similar ticketing programExperience in training military & civilian personnel via computer based and web-based applications;Experience in working with Advanced Distributed Learning.