What are the responsibilities and job description for the User Support Specialist Journeyman position at datasystemsanalystsinc?
All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.
Description
Data Systems Analysts, Inc is seeking a User Support Specialist (Journeyman) to provide Tier 2 technical expertise and help desk support for enterprise systems hosted in the ARC/cPROBE environment. The candidate will be responsible for troubleshooting and resolving user issues, managing help desk tickets, and maintaining knowledge management resources such as SOPs and FAQs. This role requires strong technical and customer service skills to ensure efficient and effective support for users across the Army Resource Cloud.
Required Qualifications
- Active DOD Secret Clearance
- Current Security and/or A Certification
- A degree in Computer Science, Information Systems, or other relevant field.
- A minimum of 3 to 6 years of IT and business/industry experience is required, with a focus on providing Tier 2 technical expertise and help desk support for enterprise systems.
- Proficiency in help desk software for tracking and resolving issues, along with strong troubleshooting and problem-solving skills for IT hardware, software systems, and applications.
Desired Qualifications
- Familiarity with systems and applications hosted in the Army Resource Cloud, such as cPROBE repositories, cWork, cSustain, and cMan.
- Strong communication and interpersonal skills to effectively interact with users, resolve issues, and provide guidance.
- Experience in managing help desk operations, including ticket escalation, incident resolution, and knowledge management.
Key Responsibilities
- Provide Tier 2 technical expertise for enterprise systems, including troubleshooting and resolving user issues related to IT hardware, software systems, and applications hosted in the ARC/cPROBE environment.
- Accurately record, track, and resolve user-reported issues using help desk software, ensuring timely escalation and resolution of complex problems.
- Maintain and update Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and user manuals to improve help desk operations and user experience.
- Collect and report metrics on help desk tickets, including resolution times, user satisfaction, and issue trends, as part of monthly status reports to the Contracting Officer Representative (COR).
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Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.