HELP DESK SUPPORT SPECIALIST (4303)
Company: Three Saints Bay
Location: Montgomery
Posted on: October 19, 2024
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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, Columbus , HELP DESK SUPPORT SPECIALIST (4303), Other , Montgomery, Georgia
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