HELP DESK SUPPORT SPECIALIST (4303)

Company: Three Saints Bay
Location: Montgomery
Posted on: September 17, 2024

Job Description:

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 usersDevelop and maintain problem resolution solution sets on all fielded/identified software defectsReview and update approved tools for incidents dailyWrite query scripts to retrieve information and provide reports as neededFamiliar with AF vehicle fleet management and operations processesMonitor the email Org Box for all new ticket requests and create the ticket in the Government provided toolHas knowledge of vehicle fleet management and operations processesHelps identify, and troubleshoot, SDC compatibility issuesSupports Help Desk Level I escalations to Level IIJourneyman 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 analysisDevelop and maintain problem resolution solution sets on all fielded/identified software defectsResearches software, documentation, procedural problems, and network related connectivity issues and provide coordinated resolution to the requester and/or requesting agencyReview and provide inputs to software designsAssists in identifying and troubleshooting SDC compatibility issuesSupports Help Desk Level II escalations to Level IIIMay act as a point of contact to the FAS and approved platforms specified by the governmentServes as a focal point for resolving operational issues with the production environmentsSenior 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 processesServes as the focal point to coordinate with the Defense Automatic Addressing System (DAAS) and/or approved platform specified by the government to resolve operational issuesActs as the point of contact to the FAS and approved platforms specified by the governmentJunior Position Required Qualifications:Must be a US CitizenMust be able to pass a pre-employment background checkActive Secret ClearanceH.S. Diploma; Bachelor's degree in Information Systems or related field may substitute for Four years experienceFour years applicable experienceTools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office SuiteCertifications: Technical Support Specialist-Basic per DoD 8140.03MJourneyman Position Required Qualifications:Must be a US CitizenMust be able to pass a pre-employment background checkActive Secret ClearanceH.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 experienceEight years applicable experienceTools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office SuiteCertifications: Technical Support Specialist-Intermediate per DoD 8140.03MSenior Position Required Qualifications:Must be a US CitizenMust be able to pass a pre-employment background checkActive Secret ClearanceBachelor's degree in Information Systems or related field; Master's degree in applicable field may substitute for Two years experienceSeven plus years applicable experienceTools Experience: Jira, Jira Service Management, Confluence, Remedy, Microsoft Office SuiteCertifications: Technical Support Specialist-Intermediate per DoD 8140.03MPosition 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.

Keywords: Three Saints Bay, Montgomery , HELP DESK SUPPORT SPECIALIST (4303), Other , Montgomery, Alabama