AVCOE Service Desk Representative

Avcoe Service Desk Representative

Data Systems Analysts, Inc. is searching for a qualified Aviation Resource Training System (ARTS) Service Desk Support Representative at Fort Rucker, AL with an active SECRET security clearance. The selected candidate will join DSA's ARTS/GTIMS AVCOE support team at Fort Rucker. Responsibilities of this position include support local ARTS/GTIMS users at Fort Rucker, provide subject matter expertise to the on-site technical team and assist with activities supporting AVCOE users at Fort Huachuca. Current Ft Rucker Aviation operations knowledge is a plus. Knowledge in Azure infrastructure is desired but not required.

Required Qualifications:

• Current Active SECRET clearance
• G/TIMS/ARTS operational experience
• Worked as either Military Aircrew or other Ops Experience in one of the Army Major Commands (MAJCOM)
• Service Desk experience
• CompTIA Security + Certification

Clearance Required:

• Current Active SECRET clearance

Desired Qualifications:

• Current Knowledge of G/TIMS/ARTS program
• Current Knowledge of Army Network environments
• Former Army Aviator or Aviation Operations experience
• ITIL certification (Foundation, Service Operations)
• Information Assurance Technician (IAT) Level II certification
• Familiarity with vulnerability management reports and actions
• Knowledge of Operating System and Application Hardening utilizing DISA STIG
• Possess knowledge of incident response processes/requirements

Key Responsibilities:

• Provide Tier 1 product support for ARTS/GTIMS users.
• Timely response to resolve user requests via in-person, email, phone or other methods.
• Train users in current or upcoming new functionality and assist on-site team with activities that resolve user issues (i.e. troubleshooting software).
• Gather help desk metrics and reports.
• Attend/provide briefing content and respond to requests for subject matter expertise from local team, other service desk representatives and AVCOE customers.
• Track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of GTIMS capabilities.
• Service Desk personnel are responsible for initial entry and updating work tickets.
• Assist with loading and configuring ARTS/GTIMS client application on user workstations
• Assist in deploying software releases, upgrades and patches
• Perform software testing of GTIMS system.