Help Desk Support Specialist (4303)
Help Desk Support Specialist (4303)Location
Montgomery, ALJob Code
4303# of Openings
1Apply Now (https://phg.tbe.taleo.net/phg01/ats/careers/v2/applyRequisition?org=GATEWAYVENT&cws=55&rid=4303)Shearwater Systems, LLC (Shearwater), a subsidiary of Three Saints Bay, LLC, is seeking a Help Desk Support Specialist with a Secret Clearance in Montgomery, AL. We are currently searching for all levels to include Senior, Journeyman, and Junior levels.Position Overview: Provide help desk support (Tier I and II for Junior, Tier II and III for Journeyman and Senior levels) for the Cargo and Personnel Movement Product Line Family of Systems at Maxwell AFB-Gunter Annex, AL. Provides support during normal business hours and “on-call” after hours support.Junior Position Responsibilities:
Monitor discrepancy reports as tracked in approved tools to provide possible workarounds and improvement to assist field users
Develop and maintain problem resolution solution sets on all fielded/identified software defects
Review and update approved tools for incidents daily
Write query scripts to retrieve information and provide reports as needed
Familiar with AF vehicle fleet management and operations processes
Monitor the email Org Box for all new ticket requests and create the ticket in the Government provided tool
Has knowledge of vehicle fleet management and operations processes
Helps identify, and troubleshoot, SDC compatibility issues
Supports Help Desk Level I escalations to Level II
Journeyman Position Responsibilities:In addition to assisting as needed with and having knowledge of the Junior level processes, the Journeyman level also has the following responsibilities:
Documents problem resolutions on both functional and engineering solutions, and inputs to a monthly analysis report that includes metrics on trouble call data, trends, and a cumulative analysis
Develop and maintain problem resolution solution sets on all fielded/identified software defects
Researches software, documentation, procedural problems, and network related connectivity issues and provide coordinated resolution to the requester and/or requesting agency
Review and provide inputs to software designs
Assists in identifying and troubleshooting SDC compatibility issues
Supports Help Desk Level II escalations to Level III
May act as a point of contact to the FAS and approved platforms specified by the government
Serves as a focal point for resolving operational issues with the production environments
Senior Position Responsibilities:In addition to completing or assisting with Journeyman level responsibilities, the Senior level also has the following responsibilities:
Knowledgeable in DoD cargo movement and transportation processes
Serves as the focal point to coordinate with the Defense Automatic Addressing System (DAAS) and/or approved platform specified by the government to resolve operational issues
Acts as the point of contact to the FAS and approved platforms specified by the government
Junior Position Required Qualifications:
Must be a US Citizen
Must be able to pass a pre-employment background check
Active Secret Clearance
H.S. Diploma; Bachelor’s degree in Information Systems or related field may substitute for Four years experience
Four years applicable experience
Tools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite
Certifications: Technical Support Specialist-Basic per DoD 8140.03M
Journeyman Position Required Qualifications:
Must be a US Citizen
Must be able to pass a pre-employment background check
Active Secret Clearance
H.S. Diploma; Bachelor’s degree in Information Systems or related field may substitute for 4 years experience; Master’s degree in applicable field may substitute for additional Two years experience
Eight years applicable experience
Tools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite
Certifications: Technical Support Specialist-Intermediate per DoD 8140.03M
Senior Position Required Qualifications:
Must be a US Citizen
Must be able to pass a pre-employment background check
Active Secret Clearance
Bachelor’s degree in Information Systems or related field; Master’s degree in applicable field may substitute for Two years experience
Seven plus years applicable experience
Tools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office Suite
Certifications: Technical Support Specialist-Intermediate per DoD 8140.03M
Position located in Montgomery, ALApply at: https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=GATEWAYVENT&cws=47&rid=4303VEVRAA Federal ContractorThree Saints Bay, LLC and its subsidiaries offer a diverse, team-oriented working environment and the opportunity to work with exceptional dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, religion, creed, gender, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.