Job Summary: Seeking a helpdesk support specialist to provide a single point of contact for Cargo Moverment Operations System (CMOS) end-users to receive support and maintenance within the operating environment. This includes functionality, hardware, operation and restoration to ensure optimal performance. Assist end-users by troubleshoot problem areas (by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
Required: two (2) years of experience in Logistics Readiness processes.
Required: Two (2) years of expertise with REMEDY for user problem/resolution management and system advisory notices.
Desired: Knowledge of Government regulations, manuals, standards, and industry publication related to software design, programming, and development functions.
Desired: DoD Approved 8570 Baseline Certification
Information Assurance Technical (IAT) Level II Certification: GIAC Security Essentials (GSEC), Systems Security Certified Practitioner (SSCP), CCNA-Security, Security+ (Preferred)
Desired: Expertise with base-level CMOS functionality, user software documentation and transportation industry standards, policies, and processes.
Critical Job Elements:
Respond with courteous service to 100% CMOS related trouble calls from the Field Assitance Service (FAS) utilizing remote access technology to resolve field user’s problems within 24 hours.
Document 100% of problem resolutions both functional and engineering in the REMEDY system within 72 hours and provide monthly analysis that includes metrics on troulble call data, trends and a cumulative analysis.
Write query scripts to retrieve information and provide reports on an as needed basis when customers request such support both from the FAS and the Transportation Systems Program Office with 100% accuracy.
Provide functional support to the field testers and program management personnel to execute and resolve test descriptions with 100% accurcy.
Maintain and audit all Transportation Systems Branch account management processes with no more than 5% errors.
Work with customers to formulate improved processes that benefit the Transportations Systems Branch.
Interact with other team members to accomplish task-related activities in a professional manner that reflects a positive image.
Document the status of the area of responsibility; identify and highlight concerns and risks.
Special projects as assigned.
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