Serco supports the USAF as a prime for their NexGen IT contract. Serco supports the Air Force (AF) Civil Engineering (CE) community NexGen IT initiative’s implementation of IBM TRIRIGA is the largest in the world. Serco manages all aspects of the Software Delivery Life Cycle (SDLC) for the NexGen IT program including requirements definition, development, testing, upgrades, enhancements, and troubleshooting and supports all infrastructure for the installations.

You will be part of a large team of Help Desk Support Agents that work closely with the customers, end users, and other Serco teams to deliver quality software.  The team has been recognized by the USAF and industry for their outstanding contributions to the program.

This position is 100% remote.

This position is for Tuesday – Saturday (10:00pm cst – 6:00am cst)

In this role, you will:

• Identifies, researches, and resolves technical problems.
• Ability to work effectively as part of a large team and independently.
• Responds to telephone calls, emails and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution. 
• Relies on experience and judgment to plan and accomplish goals.
• May lead and direct the work of others.
• Proficient in preparing, selecting, organizing, and presenting information concisely.
• Excellent interpersonal and administrative skills to meet needs of the program office.
• Strong communication skills (verbal and written) to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank.
• Ability to facilitate and coordinate efforts with key government and non-government stakeholders.
• Ability to work with minimal supervision.

To be successful in this roll, you will have:

• Bachelor’s degree and 2 years’ experience in Help Desk Operations
  • or assocates degree and 4 years of experience 
• At least 1 year experience in JIRA software.
• Ability to always be a team player, respect opinions of others and be willing to share information with teammates
• Strong communication skills (verbal and written) to deal effectively, comfortably, and confidently with people at all levels of responsibilities, authority, and rank
• Have excellent interpersonal and administrative skills and demonstrate the ability to work with minimal supervision
• Strong computer skills (Microsoft Suite – Outlook, excel, word)
• Familiarity with a variety of the field's concepts, practices, and procedures related to the job description listed above.
• Ability to obtain a NACI

Additional desired experience and skills:

• Knowledge of Air Force CE Community
• Knowledge of TRIRIGA IWMS software

If you are interested in supporting and working with our Air Force Civil Engineers across the globe on a passionate, talented, and diverse Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

Benefits HIGHLIGHTS – Comprehensible Benefits for Full-time Employees (Part-time members receive a customized package tailored to their role).

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages you can buy, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan that includes counseling conditions
• Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or the Service Contract Act.

To review all Serco benefits please visit: https://www.serco.com/na/careers/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. This is a U.S.-based role. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.