JOB DESCRIPTION :

The Automated Systems Help Desk Support Specialist will be responsible for providing technical assistance and support related to automated systems operations at SAF / FMF AFFSO WPAFB.

The role involves responding to customer inquiries, resolving technical issues, and ensuring the smooth operation of various automated systems used by the organization.

The Specialist will work with a diverse range of systems, including Automated Funds Management (AFM), Commander Resource Information System (CRIS), Defense Enterprise Accounting Management System (DEAMS), Job Order Cost Accounting System (JOCAS), and others.

Responsibilities :

• Respond to customer inquiries and technical issues via phone, email, web submissions, and walk-in requests in a timely and professional manner.
• Utilize Government-provided Help Desk software, such as ServiceNow, to create, prioritize, escalate, and resolve problem tickets according to established procedures.
• Generate standard query reports for customers on a regular basis, and as needed for senior leadership requests for data analysis.
• Provide metrics on ticket resolution and other relevant parameters as requested by the Government.
• Escalate issues to other organizations when necessary and ensure compliance with NIST / RMF and AFFSO guidelines for system access and account management.
• Create, maintain, and terminate user accounts according to program requirements, resolving account conflicts as needed.
• Track and maintain Information Owner appointment letters and other access designations for designated systems.
• Maintain and update the DEAMS Answer Bank and assist in managing PL / SQL scripts for DEAMS program environments.
• Identify and define requirements for the development of DEAMS Help Desk Utilities.
• Analyze and monitor Oracle Workflow processes, taking preventative measures to address potential issues proactively.

CLEARANCE REQUIREMENTS : Secret

EDUCATION REQUIREMENTS :

BA / BS with 4 years’ experience

Waiverable / Substitutable : AA with 6 years’ experience or HS with 8 years’ experience

EXPERIENCE REQUIREMENTS :

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proficiency with Help Desk software (e.g., ServiceNow) and experience in ticket management systems.
• Familiarity with NIST / RMF guidelines and other relevant cybersecurity protocols.
• Experience with Oracle Workflow processes and PL / SQL scripting is desirable.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a fast-paced and dynamic environment, prioritizing tasks and managing multiple responsibilities simultaneously.

Mandatory : ️

• DEAMS Experience
• AFFSO Experience
• Air Force Financial Management Experience

Waiverable / Substitutable :

• Oracle Experience in a federal financial system

Last updated : 2024-03-23