Help Desk Support Specialist (4303)

Location Montgomery, AL

Job Code 4303

# of Openings 1

Apply 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, AL

Apply at: https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=GATEWAYVENT&cws=47&rid=4303

VEVRAA Federal Contractor

Three 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.