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Form of workVETS, Inc., is looking to add an experienced GATES Help Desk Technician to our growing team. The successful candidate with have a strong understanding of GATES along with Help Desk and training experience. This is a permanent, full time position with full benefits based out of Scott AFB, IL. An active DoD Secret clearance is required, this position requires moderate travel, ~ 30-35% of the time will be spent traveling to different locations.
The sucessful candidate will:
Help Desk Support:
- Available during a core period between 0700 and 1730 hours Central Time, Monday-Friday to provide GATES customer support.
- Maintaining familiarity with the function and operation of the GATES water port functionality, to include peripheral devices.
- Respond to GATES trouble tickets generated from Service Now, which are assigned to the G35.
- Participate as part of the Tier 2 Functional Help desk supporting 24/7 by 365 support.
- On call outside of the normal core business hours.
- Responsible for all service tickets up to and including Tier III level.
- Respond within 24 hours of receipt of a call unless the service ticket is generated over the weekend or holiday, then it shall be responded to within 24 hours of next business day.
- Record all Service Tickets in Service Now.
Training Support:
- Site visits to shipper locations (worldwide), FT Lee, VA., Transportation School, active duty, and reserve units for training assistance, in person or virtual training for GATES users worldwide, G3 systems functional manager with system customer testing and acceptance of releases and briefing of GATES-Surface/Water and related transportation information.
- Provide the GATES user community with training/virtual training.
- Provide virtual training in the form of the Continuous Learning Environment (CLE) via Defense Collaboration Services (DCS), Teleconference or Virtual Teleconference (VTC).
- When necessary, provide to support training, via travel CONUS/OCONUS.
- Create training agenda and all training materials to include documentation.
- Provide an After-Action Report (AAR) electronically which details assistance provided during the training, participants, and points of contact, purpose of training, summary of events.
- Provide functional (surface) support to the Transportation School located at Fort Lee, Virginia.
- Assist the Army Transportation School with updating Transportation School Program of Instruction (POI) for GATES.
- Provide the T-School with GATES training and with GATES Service Now tickets response within 1 hour of documented Service Ticket.
- Candidate must provide on-site training support for a maximum of up to two weeks at each location to assist with fielding new units, system fielding for Rapid Port Opening Elements (RPOEs), Automated Cargo Documentation Detachment (ACDD), Terminal Supervision Team (TST) and Port Management Team (PMT) technical upgrades (hardware/software).
- Candidate must provide solutions to GATES issues.
- The training includes instructing newly assigned personnel; refresh current users, on new aspects of Remote Gates (R-GATES) and Deployed-Gates (D-GATES). Specific to D-GATES, the training is tailored to how to setup a D-GATES for deployment, transferring files, configuration of peripheral setup of the HHT and printers and taking D-GATES on and offline as required.
- 30-35% travel required.
- Active Secret clearance required.
- Training experience: 2-5 years
- GATES, D-GATES: 1 - 3 years
- Help Desk Support: 1-3 Years
- MS Office: 1-5 years
- MS Windows: 1-5 years
- Defense Transportation Service: 2-5 years
- Must be familiar with Microsoft office suite for preparing and updating Training Manuals.
Desired Qualifications:
- Unix System Administration: 1-3 years
- Technical wrirting: 1-3 years
- Testing: 1-3 years
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.
