Serco Inc.

Tier 2 Help Desk Agent Help Desk Support III Montgomery, AL Secret Clearance

Recruiting Location : Location
Information Technology
Position Type
Security Clearance

Position Description

Tier 2 Help Desk Agent


This position is contingent upon your ability to obtain/maintain/transfer your Secret clearance


Serco-NA is actively seeking a motivated individual to provide Tier 2 Help Desk support to end users for the United States Air Force Civil Engineering NexGen project. In this role, you will work with our dynamic NexGen team to support NexGen field users as well as internal program teams. You will play a critical role in ensuring quality service and support for the Air Force CE community across more than 180 bases worldwide.

In this role, you will:

  • Identify, research and resolve technical and functional problems
  • Demonstrate the ability to work effectively as part of a large team and independently
  • Respond to telephone calls, emails and personnel requests for technical and functional support
  • Document, track and monitor problems to ensure a timely resolution
  • Rely on experience and judgment to plan and accomplish goals
  • Possibly lead and direct the work of others
  • Demonstrate proficiency in preparing, selecting, organizing and presenting information concisely
  • Exhibit excellent interpersonal and administrative skills to meet needs of the program office
  • Demonstrate strong communication skills (verbal and written) to deal effectively, comfortably and confidently with people at all levels of responsibilities, authority and rank
  • Demonstrate the ability to facilitate and coordinate efforts with key government and non-government stakeholders
  • Demonstrate the ability to work with minimal supervision


To be successful in this roll, you will have:   

  • Active DoD Secret Security Clearance and U.S. citizenship.
  • Associate's Degree and 2-4 years of help desk experience


Additional desired experience and skills:

  • Knowledge of Jira and Confluence
  • Knowledge of Air Force CE Community
  • Knowledge of TRIRIGA IWMS software
  • Experience working with federal government programs, particularly DoD

If you are interested in supporting and working with our Air Force Civil Engineers across the globe on a passionate, talented, and diverse Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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