The candidate will be expected to provide dedicated application support services as outlined below:
Provide Tier 1 customer support for ACR, including user security administration (setup, removal and modification of user accounts), Court administration (implementing new courts, managing existing court settings) and system administration (accessing and exporting logs and other data)
Provide Tier 2 customer support to research and resolve items escalated from Tier 1, correct inaccurate data issues and provide guidance to Tier 1 staff.
Provide liaison with the Tier 3 Support Team and system development teams as required to record and resolve software defects.
Communicate and document progress of an issue in a ticket tracking system (AO uses HEAT®SM).
Provide liaison with members of the implementation team, select ASO/Business Office representatives, the System Development Support Office (SDSO) Training Team, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams.
Apply updates to a Help Desk Knowledge Base.
Support the ACR implementation team and OMB with roll out of the application.
Support test event planning.
Support test scenario development.
Support test environment design.
Support test data development.
Support test script development.
Prepare after action reviews.
Provide recommendations for identified defects/problem areas.
Develop and provide training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.
Review help desk trends to recommend additional training.
Assist in review of training materials created by the SDSO Training Division.
Monitor and respond to tickets.
Other duties as assigned.
Desired Qualifications, Experience, and Competencies:
Five (5) plus years of help desk/user support experience with a major federal IT system.
Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
Understanding of IT practices, service management, governance frameworks, and industry standards (i.e. ITIL, ITSM, COBIT, ISO).
Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
Excellent written and verbal skills.
Ability to work independently and without adequate guidance.
Ability to analyze complex data and present findings in a clear and easily understood manner.
Ability to present recommendations for consideration and influence as needed.
Travel: As required to meet the requirements of the projects.
U.S. Citizen or Green Card required.
Working knowledge of help desk tracking tools, preferably HEAT
Working knowledge of IT tracking tools, preferably Jira.
Education and Certification Requirements:
Bachelor’s Degree in a relevant field and 10+ years of experience.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.