Site Support Agent Journeyman

About the role

DSA Inc. is seeking a qualified Graduate Training Information Management System (G/TIMS) Service Desk Support Representative at Scott AFB, Illinois. The selected candidate will join DSA's G/TIMS Air Mobility Command (AMC) support team; the team supports G/TIMS users of the Mobility Air Forces (MAF) for AMC. Responsibilities of this position include supporting local G/TIMS users at Scott AFB, provide subject matter expertise to the on-site technical team and assist with activities supporting AMC users. Position requires weekend and nighttime hours (estimate Required Qualifications Demonstrated AI experience and knowledge using AI in support of their current job G/TIMS operational experience Worked as either Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, ACC or similar Service e.g. Marines, Army, Navy Service Desk experience (customer contact experience) Current Knowledge of Air Force Network environments Security + CE certification Clearance Required Must hold at hire and maintain an active DoD Secret Clearance

Responsibilities

• Provide Tier 1 product support for G/TIMS users
• Provide 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 AMC customer
• Track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of G/TIMS capabilities
• Responsible for initial entry and updating of work tickets (in Redmine)
• #DSA209
• #LI-JE1

Requirements

• Subject Matter Expertise in G/TIMS modules and AMC application configurations
• Knowledgeable with loading and configuring G/TIMS client application on user workstations (ClickOnce or .msi on client)
• Experience in deploying software releases, upgrades and patches
• Experience performing software testing of the G/TIMS system

Additional Information

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

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Company Intel

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