Jacobs (Jacobs Engineering Group Inc)
China Lake, CA 93555
Jacobs is one of the world’s largest and most diverse providers of full-spectrum technical, professional and construction services for industrial, commercial and government organizations globally. The company employs over 74,000 people and operates in more than 40 countries around the world.
Duties and Responsibilities will include:
Help desk Lead for NAVAIR National Help Desk at NAWCWD with responsibility for a minimum of 2 subordinates Provide guidance and oversight to Help Desk subordinates as needed to resolve customer and employee challenges. Analyze Help Desk performance metrics and take actions needed to reduce Heat Ticket and call Queue cycle times. Provide Help Desk Tier 1 support to China Lake and Pt. Mugu, analyzes customer problems, routes phone calls and emails. Provide Help Desk Tier 2 support, troubling shooting PC problems and providing solutions. Creates/Assign tickets in the Help Desk Expert Automation Tool (HEAT) and tracks ticket completion metrics. Determines if HEAT tickets need Service Level Agreement (SLA) Support and assign items to correct SLA. Determine if HEAT tickets require the support of the Work Acceptance Process (WAP) and assign a Work order. Interface with, and provide support, to the Customer Relationship Management (CRM) Team who facilitate WAP Work Orders. Maintain HEAT Auto Tasks (macros) and email distribution. Use HEAT, NAV-IDAS, WAP, Excel, SQL, and VBA to analyze performance metrics and design, update, and generate reports. IT Process approval lead. Evaluates IT acquisition needs and deploys process solutions required for each customer acquisition requirement. Provide consultation on the IT approval process, and a determination of the need for IT approval. Analyze customer IT requirements and approve all Information Technology Procurement Requests (ITPRs), using NAV-IDAS. Train customers in the use of HEAT and NAV-IDAS Conduct phone and email surveys, gauging customer satisfaction and take action to escalate visibility to customer problems and unique customer needs as issues are surfaced. Sends out billing requests for Xerox copier customers and input results.
Education and Experience:
BS degree in a computer or system science discipline and 7 years of relevant industry experience Progressive relevant training and/or certification may be substituted for a portion of the experience requirement. U.S. Citizenship and ability to obtain an interim and a permanent U.S. DOD Secret Security Clearance is required. The ability to possess a government CAC card is required. At least 2 years of experience working with the Navy Information Dominance Approval System (NAV-IDAS). At least 2 years of experience working with the Help Desk Expert Automation Tool (HEAT).
Working at a computer or desk (considerations: sitting, eye strain, hand strain)
May involve long periods of sitting
An inside office environment
Needs to have clear, concise and accurate communication skills
Need to work well with, co-operate, and support clients, supervisors, and co-workers
Equipment and Machines
Standard office equipment and machines, computer workstation.
Working at a computer or desk
Normal hours are Monday – Thursday 7:00am – 5:00pm, non-flex Fridays 7:00am to 4:00pm
Punctuality and regular attendance are necessary to meet deadlines
Regular attendance is necessary and required
Other Essential Functions
Must be able to communicate effectively
Must demonstrate professional behavior at all times when dealing with clients, supervisors and co-workers
Grooming and dress must be appropriate for the position and must not impose a safety risk to the employee or others
Must be able to support and work in a proactive team environment
Must hold the safety of yourself and those around you as the number one priority in the workplace
U.S. Citizenship and a permanent U.S. DoD Secret Security Clearance required.
The Jacobs System Lifecycle Group (SLG) enables the success of Department of Defense (DOD) and other Governmental organizations by providing unmatched systems life-cycle solutions. As a partner to our clients, we focus on innovative and cutting edge solutions that drive value. We take pride in sustaining a strong culture by remaining true to our Core Values: Profitable Growth is an Imperative, People are the heart of our business, Clients are our valued partners, and Performance excellence is our commitment. Jacobs offers a partnership in which you can grow personally and professionally with the advantages of strong leadership, competitive compensation and rewarding career paths. Come join the team whose work is destined to have a long-range effect on future generations.
Jacobs is an Equal Opportunity/Affirmation Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disbility, veteran status or other characteristics protected by law.
Jacobs is a background screening, drug-free workplace.
Jacobs (Jacobs Engineering Group Inc)
Website : http://www.jacobs.com
Jacobs Engineering Group Inc. is one of the world’s largest and most diverse providers of professional technical services. With 2013 revenues of nearly $12 billion, we offer full-spectrum support to industrial, commercial, and government clients across multiple markets. Services include scientific and specialty consulting as well as all aspects of engineering and construction, and operations and maintenance. Our primary markets include: