Help Desk Technician - Sabel Systems

Who We Are

Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal: "Get quality and secure solutions in the customers hands as soon as possible".

Who We Need

​Sabel Systems is seeking an IT Help Desk Team Member for a large Space Force engagement located at Los Angeles Space Force Base in El Segundo, CA. The IT Help Desk Team Member works with Space Systems Command's Digital Engineering Environment known as "Spacestation" to facilitate rapid and effective onboarding of new users. This individual will need to regularly interface (remotely) with customers to fulfill the responsibilities of an IT Help Desk Team Member while also serving as a direct report to the Engagement Manager. This position requires a proactive approach to technical problem-solving, effective communication skills, and the ability to contribute to the overall efficiency of the IT Help Desk Team. The position will be responsible for performing technical support functions for various digital programs. The role is contingent to the successful awarding of the contract.

What You'll Do

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Responsibilities:

IT Help Desk Team Member

• Transcribe incident requests into Help Desk support tickets. IE: Password resets, log in issues, environment issues, etc

• Quickly resolve most reported user submitted tickets at time of "first contact."

• Answer basic questions on the Spacestation environment (such as how to onboard, what is currently offered, what Spacestation is)

• Conduct periodic user validations in accordance with Information System Security Manager (ISSM) guidance

• Provide users with basic training on standard processes

• Develop operating procedures for customer engagement and account management activities

• Ability to act as a bridge between the team and upper management

• Develop relationships with end users and organizational leadership

• Identify and document expansion opportunities and use cases the customer needs to grow the business

• Generate and present metrics for review and reporting to the Engagement Manager

• Participate or lead Ask Me Anything (AMAs) for user community

Your Qualifications

Required

• Outstanding interpersonal and communication skills

• Proficient in customer relationship building and technical support

• Ability to follow security protocols to protect sensitive data

• Be a U.S. citizen and can obtain up to a Top Secret Clearance

• Demonstrated ability to lead and inspire a team toward achieving common goals

• Strong decision-making and problem-solving skills

• Takes initiative and is self-governing yet a team player

• Travel up to 10%

Desired

• Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +)

• Digital engineering technology experience

• Experience building MS Office documents and briefings

• Experience using Jira, Confluence, or similar online collaboration solutions

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

• Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.

• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

• Planning/Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and general public.

• Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.

• Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk, type or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms.

• Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.