User Support Technician

User Support Specialist

Join GDIT and be a part of the team of men and women that solve some of the world's most complex technical challenges. The Defense Threat Reduction Agency (DTRA) Defense Stockpile Management Systems (DSMS) support is searching for a User Support Specialist to join their team in Albuquerque, NM. DTRA is the Executive Agent for the Joint Staff Nuclear Weapons Stockpile Manager and is assigned the responsibility for maintaining the DoD's national nuclear weapons stockpile database using the Defense Integration and Management of Nuclear Data Services (DIAMONDS) application.

Description Summary: Central focal point for all communications with external customers and, working closely with System Administrators, Field Support Technicians, and Software Developers, to provide seamless support to all users.

Responsibilities:

• Provides immediate support on all nuclear weapons accountability issues identified by users
• Provides business hour network monitoring, and 24/7 call-in support (on-call support on weekends)
• Ensures all problems reported by end users have been adequately documented and controls exist so only authorized staff can archive the end users' entries, as well as determine if there are sufficient controls to escalate issues according to priority
• Performs user account management per the Account Management Plan
• Performs advance software installations and upgrades to operating systems and layered software packages
• Supports developing DIAMONDS applications training lesson plans, for initial user and follow-on educational or refresher training distributing copies (hardcopy/electronic) of training materials, and conducting training either on-site or over-the-phone
• Provides technical assistance and support related to computer systems, hardware, and software; respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions
• Accessing databases using Toad for Oracle and Oracle SQL Plus to research and rectify nuclear weapons accountability issues
• Provides system updates and statuses to Government leadership via daily stand-up meeting with PowerPoint slides and Analysis of Alternatives PowerPoint briefings as needed
• Operates and maintains the necessary procedures, hardware, network connections, and software required to monitor all DSMS systems and trouble tickets from users
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware; walk customers through problem-solving process; follow up with customers to ensure issue has been resolved
• Collects and evaluates incident reporting practices and operations
• Manages IT incidents and problems in general accordance with IT service management principles such as ITIL (IT Infrastructure Library)

Requirements:

• Required: Nuclear Accountability or reporting experience
• Required: DOD 8570 IAT Level II (ex. CCNA-Security, Security + CE, CND, etc.)
• Required: Security Clearance: Fully adjudicated TS/SCI
• Education and Experience: Technical Training, Certification(s) or Degree, 5+ years of experience