Helpdesk Specialist

If you enjoy helping clients achieve business success through technology, you will love being a member of the Datum team. We hire only those with a commitment to the highest level of technical and professional excellence, coupled with leadership skills and a great attitude.

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Helpdesk Specialist

Location: San Antonio, Texas
ID Number: #HDANR2322

Information Technology (IT) Helpdesk Specialist


The Datum IT Helpdesk Specialist position is responsible for performing helpdesk tasks and activities for the Total Force Training Record (TFTR) program. The Datum IT Helpdesk Specialist is the first point of contact between the customer end-users who need technical support and the government Program Management Office (PMO) and technical staff.  The Datum IT Helpdesk Specialist troubleshoots problems, provides guidance on TFTR software products and services, and collects information needed by the technical staff to diagnose and resolve issues. The Datum IT Helpdesk Specialist works with project managers, software development managers, software developers, Quality Assurance (QA), and external clients. The Datum IT Helpdesk Specialist ensures system users and the PMO and technical staff are provided the necessary information to resolve issues identified and reported to the TFTR helpdesk. The TFTR program is located at JBSA Randolph in San Antonio, Texas.


  • Respond to requests for technical assistance in person, via phone, chat, or email
  • Diagnose and resolve technical hardware and software issues
  • Research questions and issues using available information resources
  • Advise users on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions in the provided ticketing system
  • Administer help desk software
  • Follow-up with customers and users to ensure complete resolution of issues
  • Redirect problems to correct resource
  • Identify and escalate issues requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes, and updates
  • Assist with updating training manuals for new and revised software and hardware
  • Provide system usage training to users as well as training that introduces new upgrades, functions, and releases  
  • Participate in client discussions about requirements and translate system needs
  • Provide analysis of software issues supporting the planning and implementation of systems and upgrades, and process changes
  • Coordinate, prepare, and deliver training to customers and peers that cover new or upgraded applications and processes
  • Report, analyze, and route discrepancies and system failures
  • Participate in meetings as required
  • Test new releases of software to ensure they meet the documented requirements
  • Maintain understanding of business processes and supporting applications
  • Collaborate and exchange information with employees and customers to ensure dependencies, risks, and opportunities are identified


  • Bachelor’s degree in Business Information Systems or other IT related field
  • 2 or more years’ experience as a level 1 or level 2 software IT helpdesk specialist or similar field providing helpdesk support
  • Experience performing helpdesk operations using service desk tools such as Jira or Service Now or similar software applications
  • Experience in customer service practices
  • Experience researching, analyzing, and interpreting automated system problems
  • Expert analytical, written, verbal communication, and interpersonal skills
  • Expert in Microsoft Office (PowerPoint, Excel, Access and Word)
  • Ability to learn and adapt in a fastpaced, dynamic environment
  • Ability to analyze and problem solve
  • Ability to plan, organize, and execute
  • Ability to pay attention to details
  • Ability to work effectively as a member of a government led MultiFunctional Team (MFT)
  • Ability to effectively manage time and meet deadlines
  • Ability to work within a team and independently


  • Experience with Adobe Experience Manager (AEM) Communities, AEM Forms, Adobe Connect, Alteryx, Assess FastTest, DB Sign, Educian, FUSE Integration, Qlik Sense, and Verint Workforce
  • Experience with Air Force personnel training and education systems
  • Experience with JIRA Service Desk
  • Department of Defense rules, regulations, and policies 

Perform other duties as assigned by the Senior Program Manager.

What We Offer

Datum is allows you to put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people.  It's a place where you can apply your skills to some of the most challenging, interesting, and meaningful projects. It's a place that values the diversity of our areas of practice and our people.

Datum Software is an equal opportunity employer, and does not and will not discriminate in employment and personnel practices based on race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.

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Regina Guinn
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