Onyx Government Services,LLC

Help Desk / Customer Support

Scott AFB, IL
Full Time
Experienced
About Us
Onyx Government Services, LLC., is a Service-Disable Veteran-Owned Small Business (SDVOSB), headquartered in Fairfax, Virginia. We specialize in data management, integration, and analysis solutions to provide decision-ready information to Command and Control (C2) and Decision Support Systems.  We have demonstrated expertise in the field of Information Technology, database & COTS integration, and custom software development.

Onyx pairs subject matter and functional experts with developers to provide high quality, tailored solutions. In support of our various efforts, we have developed the Onyx Data Management Toolkit, a combination of Agile Development principles, COTS Integration, and custom software, to deliver flexible, cost-effective solutions to a variety of Department of Defense, Intelligence Community, and Law Enforcement agencies.

*This position is contingent upon award*

Position Overview

The Help Desk / Customer Support specialist handles user inquiries on TRDM during business hours (M–F 0800–1800 CT). Tracks requests, coordinates with AMC Distributed Enclave for infrastructure-related issues, and produces monthly metrics.

Key Responsibilities

  • Respond to user inquiries during business hours (M–F 0800–1800 CT)
  • Respond to after-hours inquiries within 4 hours of next business day start
  • Track customer requests in Government-provided software
  • Coordinate with AMC Distributed Enclave on infrastructure issues
  • Maintain TRDM website contact information and feedback area
  • Produce monthly customer support metrics

Required Qualifications

  • Active SECRET clearance
  • US Citizen
  • Associate's degree or equivalent experience
  • 2+ years federal IT help desk or customer support
  • DoD 8570 IA Awareness Training

Preferred Qualifications

  • ITIL Foundation
  • ServiceNow experience
  • Prior USTRANSCOM, AMC, or DoD support experience

Work Environment / Location

Scott AFB, IL (508 Scott Drive). On-site primary; off-site permitted for unclassified work where noted. SIPRNet work on-site only.


 
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