Development and upkeep of In-Service Training Data elements to include but not limited to Qualifications, Certification, Licenses and Test Banks.
Provide front-line technical support by documenting, tracking, and resolving customer issues, including CAC card registration, command transfers, PIN and password resets, and user account reactivations, following established help desk procedures.
Revise and write standardized materials such as reports, manuals, briefs, proposals, instruction books, catalogs, and related technical/administrative publications focused on work methods, procedures, and system usage.
Use available technical resources (manuals, catalogs, operating procedures, diagrams, and knowledge base articles) to troubleshoot issues, explain solutions, and guide users through account, access, and system processes.
Maintain accurate records of tickets, service requests, resolutions, documentation updates, and revisions; prepare and submit a comprehensive monthly report summarizing help desk activities and trends.
Collaborate with supervisors and senior staff to clarify technical information, refine procedures, and improve user-facing documentation and support materials (FAQs, how-to guides, internal process documents).
Answering Help Desk calls, assist customers in troubleshooting issues in software applications, document support requests in automated tracking systems and defect tracking systems
Communicate and meet with government personnel.

Requirements

High School Diploma
Active Secret Clearance
U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
Familiarity with MS Teams
Familiarity with Advanced Skills Management (DATA DEVELOPER)
Familiarity with JIRA
Familiarity with Citrix/Remote Desktop protocol applications
Familiarity with Relational Database management systems (RDBMS) and basic SQL queries

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLRDBMStechnical supporttroubleshootingdocumentationreport writinghelp desk procedurescustomer issue resolutionaccount managementsystem processes

Soft Skills

communicationcollaborationproblem-solvingattention to detailorganizational skills

Certifications

High School DiplomaActive Secret Clearance