Help Desk Associate

About the Role

Sabel Systems designs and delivers digital engineering ecosystems for DoD programs. Our solutions empower programs to make faster decisions, close sustainment gaps, and meet digital acquisition requirements.

Key Responsibilities

• Provide responsive, multi-channel support to end users, resolving inquiries and issues related to accounts, AF-PLM use, system availability, and more.
• Document and escalate complex user issues as needed and own them through to resolution.
• Proactively communicate with the user community about known issues, providing timely status updates and resolutions.
• Identify commonly observed knowledge gaps and share that feedback with the training team.
• Establish new AF-PLM users with the appropriate group, role, and project assignments, and administer those accounts throughout their lifecycle.
• Process System Access Requests promptly, coordinating with the cloud platform provider to ensure compliance with security requirements.
• Advise users on AF-PLM access controls, explaining how Access Control Lists (ACLs), groups, roles, and project memberships determine what data each user can view and modify.
• Troubleshoot permission and access issues, determining whether the cause lies in account setup, access rules, or data ownership, and recommend corrections that preserve need-to-know and protect sensitive data.
• Conduct periodic account validations in accordance with Information System Security Manager (ISSM) guidance to verify that each user's access remains appropriate.
• Support the immediate account and access needs of the development team.
• Use advanced Excel and VBA skills to analyze data, automate repetitive tasks, and generate reports.
• Produce actionable help desk metrics, user access data, and other reports for management and the customer.
• Develop and maintain standard operating procedures for help desk operations and account management activities.
• Create and maintain internal technical guides and documentation for supported applications and processes.

Requirements & Tech Stack

• Excel
• VBA
• AF-PLM