Help Desk Support Specialist Tier II

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Global Support Services, LLC (GSS), a wholly owned subsidiary of **MEMBERS ONLY**SIGN UP NOW***. (BSNC), is currently seeing a Help Desk Support Specialist /Technician - Tier II, at Ft Rucker, AL.
SUMMARY
This individual will serve as the front-line IT and safety support for the US Army Combat Readiness (USACRC). On a day to day basis, will provide support as a Tier II Agent. Responsible to provide solutions for any incident reports that a lower level specialist cannot resolve. The successful candidate will monitor and answer the Helpdesk phone, e-mail message queues and automated tracking system request queues, respond to inquiries and requests for assistance with the associated computer systems; identify, triage and troubleshoot customer issues, provide advice and assistance and appropriately refer technical issues to the network team, Subject Matter Experts or Functional Owners. Coordinate efforts with staff associates and subject matter experts to resolve problems; log and track requests for assistance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Provide for Learning Management Systems (LMS) sustainment of USACRC online distance learning (DL) training.
Review course materials for instructor certification of 14 CP-12 Blackboard training
courses.
Provide technical maintenance of USACRC learning content, training information, and
courseware hosted on the Army Learning Management System (ALMS) and Lifelong Learning Center (LLC) Blackboard.
Provide student and instructor assistance for resident and online training.
Monitor and maintain safety and Risk Management courseware develop by G7.
Serve as ATHD Tier II Agent IAW TR 350-40.
Provide technical and student support (phone, email, web, and postal).
Resolve technical issues to include: helping students print certificates; facilitate
transferring training record information to update Individual Training Requirements and Resource System (ITRRS) records; registering for courses; working with students when courses will not run by changing compatibility view and removing pop-up blockers; troubleshooting browser settings to launch ALMS courses; explaining how to launch courses and exams; redirecting students to other proponents as necessary; and other technical assistance necessary to complete course requirements.
Utilize TRADOC ATHD RightNow ticket tracking system when providing technical assistance. Run usage and ticket resolution reports monthly.
At the direction of the Government, maintain USACRC information and data on the ALMS system.
Escalate any unresolvable Tier II to Tier Ill via the RightNow ticket tracking system.
Update student records in Army Training Requirements and Resource System (ATRRS), develop student training reports.
Serve as an alternate ATRRS Administrator to resolve ALMS Tier II issues. As an alternate, ATRRS Administrator will access ATRRS in Review status to determine if customer has registered for the course properly so the course will appear in ALMS In-Progress Training.
In direct coordination with the government, participate in regularly and specifically
scheduled The Army Distributed Learning Program (TADLP) ATHD meetings via DCO and teleconference.
In direct coordination with the government, assist TADLP ATHD to determine why USACRC courses receive high number of ATHD issues generated if necessary. Work with TADLP ATHD to resolve problems causing help desk issues.
Identify and relay student issues with ALMS or system-wide issues to TADLP and Training
Directorate (G7).
Build and sustain a frequently asked questions/issues document with a resolution and response database for G7.
Maintain, load and update the USACRC FAQs on ALMS.
Run and compile ALMS reports to include, but not limited to: monthly enrollments by course,
monthly course completions, and number of student incidents and responses.
Provide ALMS course enrollment/completion data to G7 upon request.
Blackboard Domain Administration Requirement: Serve as School 012 Alternate Blackboard Domain Administrator
o Serve as ATHD Tier II Agent IAW TR 350-40
o Utilize TRADOC ATHD RightNow ticket tracking system when providing technical assistance. Run usage and ticket resolution reports monthly
o At the direction of the Government, maintain CRU Blackboard homepage appearance and update homepage modules with current information and data
o Communicate CRU Domain reoccurring student issues to G7 and LLC Blackboard Project Team, and work with ATHD and Project Team to resolve
o Participate in monthly LLC Blackboard Domain Admin Brown Bag DCO Sessions
o Provide technical and student support (phone, email and in classrooms} for residential and online students. Assist students logging into Blackboard courses; manually clearing cache, SSL slate and cookies; changing compatibility view; adjusting F12 developer tools; restoring course links; uploading documents; assignment uploads; and other technical assistance necessary to complete course requirements
o Assist course instructors with online student management requirements and technical
assistance: making assignments, exams, critiques available/unavailable; setting adaptive releases and timers; creating announcements; running student progress reports; creating test item analysis; downloading course critiques; creating student groups; and posting rubrics
o Build frequently asked questions/issues with resolution and response database
Provide LLC Blackboard course enrollment/completion data to G7 upon request
Job Requirements :
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
Required:
Active Secret security clearance
Strong interpersonal and communications skills
Bb Basics 101 Instructor's Training/Certificate
Bb Basics 201 Instructor's Training/Certificate
Domain Admin 301 Training/Certificate
ATRRS Interface Training/Certificate
ALMS Administrator Training/Certificate
ATSC ATHD Federation RightNow - Army Training Help Desk Certificate
Ability to clearly express ideas and solutions to customers and colleagues
Well-developed presentation, telephone and writing skills; strong attributes as a team player
Preferred:
• Prior experience in the Military or as a Department of the Army Civilian is a plus
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for
occasionally lifting, handling, or moving objects weighing up to 50 lbs., occasional bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
Ability to work under pressure or potentially stressful situations and remain calm and focused
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.
SUPERVISORY RESPONSIBILITIES
None
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, may be required to pass a pre-employment drug screening, as well as have acceptable reference and background check results. Must be able to obtain Secret security clearance.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity/ Affirmative Action Employer/ Minority/ Female/ Disabled/ Veteran. Native preference applies pursuant to PL93-63. P
reference will be given to qualified BSNC shareholders, spouses and descendants current qualified employees.
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
We only accept resumes when posted to our Career Site for open positions.
If you are a person requiring accommodation or assistance to apply for a job please contact
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Visit our website at
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Offer Relocation :
No
# of Openings :
1
% of Travel Required :
None
Job Code :
1083

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