Who We Are

Sabel Systems Technology Solutions, LLC is a leading solution provider and rapidly growing Information and Communications Technology Company specializing in innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support, Strategy and Policy Development, Financial Management, Software Solutions Development, Requirements Analysis and Training, to name a few. Our client base is mostly in the DoD Federal Government Contracting space and we also partner with prime Government Contractors such as Siemens, Booz Allen, McKinsey and have work in the commercial space as well. We provide clients 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”.

*This full-time role is fully remote within the continental United States (CONUS). Candidates should be able to support standard Eastern Time Zone business hours to ensure collaboration with program teams and customers, while maintaining flexibility to provide collaborative support across time zones as needed.

Who We Need

The Air Force Product Lifecycle Management (AF-PLM) Capability Support Office (CSO) Help Desk Support role assists with onboarding and client engagement activities for Department of Defense (DoD) clients using DPaas LaunchPad. This individual will work closely with onboarding and client engagement teams to facilitate smooth and efficient onboarding experience for new DoD users. They will interact directly with customers to gather information, identify user needs (including roles and access requirements), and ensure timely access to necessary environments. This role also involves handling incoming support requests, converting reported issues from email to the ServiceNow ticketing system. Additionally, this individual will facilitate communication between Level 2 support teams and the user community to ensure prompt resolution of issues. This position will provide support for various digital programs within the AF-PLM ecosystem. This position is contingent upon the successful award of the related contract.

What You’ll Do

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

• Providing end-users with rapid, multi-channel access to support resources.
• Quickly resolve most reported user deficiencies at time of “first contact.”
• Process account request (System Access Request) and administration of accounts in a timely manner.
• Basic training on standard processes.
• Coordinating direct communication with Specific Tool POC. 
• Transcribe incident requests into ServiceNow. EG: Password resets, log in issues, environmental issues, etc. 
• Demonstrates a proactive approach to problem-solving, anticipating potential issues and developing innovative solutions to mitigate risks.
• Answer basic questions about their environment. 
• Escalating and following complex user issues through resolution
• Coordinating with Cloud Platform provider to ensure user request process compliance
• Develop operating procedures for helpdesk operations and account management activities.

Job Qualifications 

Required Qualifications

• Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +) or able to complete certification within 60 days of hire.
• Digital engineering technology experience.
• Proficient in help desk operations and support.
• Ability to follow security protocols to protect sensitive data.
• Be a U.S. citizen and can obtain a Secret Clearance. 
• Excellent oral and written communicat