Helpdesk Administrator (Part Time Weekends)

Successful candidate will be a Joint Knowledge Online (JKO) Help Desk Subject Matter Expert (SME) for the internet-based courseware presented via the JKO Learning Content Management System (LCMS). 

***This position is a part time position, with 4 slots within the following Hours of Operation: Friday’s 2300-Sat 1100; Sat 1100-2300; Sat 2300-Sun 1100; and Sun 1100-2300.

Duties and Responsibilities:

• Specific job task includes answering help desk inquiries via phone, email, and web on all JKO supported applications. 
• 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. 
• Must also be capable of documenting actions to be reported to government and contract leadership. 
• Perform any group related functions as required. 

• 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 understand how to use portals, Learning Management Systems, etc.
• Must have good verbal and written communications skills.
• Must have poise and confidence to work alone

Desired Qualifications:

• Acceptable Majors: Any Technical field at the bachelor’s level is a plus.
• Experience in using the JKO LCMS; prefer a minimum of 2 years JKO JMO experience, and full working knowledge and rights to the JKO LCMS as a Systems Administrator.
• 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.