WHO WE ARE:
CommandTec, LLC is an 8(a), Woman Owned Small Business (WOSB), Economically Disadvantaged Women-Owned Small Business (EDWOSB), Small Disadvantaged Business (SDB), and Service-Disabled Veteran-Owned Small Business (SDVOSB) and Historically Underutilized Business (HUBZone), headquartered in Huntsville, AL. As a diversified professional services company, CommandTec takes great pride in providing a broad range of Intelligence, Training, Enterprise IT and Process Improvement solutions to US Government agencies and commercial customers.
JOB SUMMARY:
The Help Desk Administrator will provide technical support for the Engineer Link Interactive (ENGLink) systems. ENGLink is a web-based, enterprise-wide application developed by USACE to facilitate response and recovery operations following natural disasters, man-made incidents, or contingency events. The Help Desk Administrator handles a variety of issues, from simple questions to complex troubleshooting, typically through phone, email, or in-person interactions. They are responsible for diagnosing problems, resolving them, and ensuring positive user experience.
ESSENTIAL FUNCTIONS:
- Manage and execute customer support inquiries and document feedback.
- Help customers troubleshoot technical issues remotely.
- Know when to redirect and escalate unresolved issues to appropriate team members.
- Maintain documentation of problems and processes.
- Communicate effectively with users, explaining technical concepts in a clear and understandable way.
- Monitor system performance and alert appropriate personnel of potential issues.
- Performs additional duties and accepts other responsibilities as may be assigned.
