For additional information please contact Anthony Villeneuve at 518.618.1952
Job Title - Support Analyst 3
CLEARANCE:
⢠Active secret
LOCATION
⢠Aberdeen Proving Grounds, Aberdeen, MD
MINIMUM QUALIFICATIONS:
⢠Four (4) year college degree.
⢠Five (5) years of specialized experience in data import/export and
retrieval.
⢠Systems analysis and software support expertise on COTS, GOTS, and
custom developed software.
⢠Desktop computer, software application, and database customer
assistance experience.
⢠Experienced in performing alpha, beta, and fielding test of GOTS and
custom developed software.
⢠Demonstrated experience diagnosing, verifying, and resolving problems.
⢠Software application, procedure, and knowledgebase documentation
experience.
⢠Working knowledge relational database such as MS Access or Oracle.
⢠Working knowledge of Operating Systems such as current releases of MS
Windows or UNIX.
⢠Working knowledge of Structured Query Language (SQL).
"ACTUAL" DUTIES:
⢠Provide support to STEM Core team and to STEM Users around the world
⢠Assist team member in creating presentations of support metrics and
helpdesk issues for quarterly STEM IPT Meetings at Fort Belvoir (may need to
travel to Ft. Belvoir occasionally)
⢠Contact Oracle for unresolved issues and open Support Call Access
database to Oracle TeleService
⢠Log/follow up all calls
⢠Generate weekly audit log report to management on production, test, and
SIPR environments
⢠Provide necessary additional training to STEM users who have questions
about STEM features and other related issues
⢠Perform STEM user scrub in accordance with security regulations in
AR-25 paragraph 3 (semi annually)
⢠Assist team member on coordinating the process for the STEM Helpdesk to
support both NIPR and SIPR versions of STEM
⢠Assist team member on presenting various presentations to the RDECOM on
STEM Web Conferencing
⢠Assist team members on handling STEM defects through the weekly defects
meetings
⢠Assist STEM Core team in testing patches upgrades, and major releases
on Development, test, and production servers.
⢠Occasionally work on weekends and after hours to perform tests on
production server after upgrades
⢠Run STEM Core team weekly meetings, reporting on issues and tasks
surrounding the help desk.
⢠Assist team member on STEM Helpdesk Projects
⢠Maintain the STEM Helpdesk SOP for the core team
⢠Maintain STEM FAQ documents for users
⢠Perform other tasks as needed by the core team and directed by
management
Please contact Anthony Villeneuve @ 518.618.1952
OR
[EMAIL PROTECTED]
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