Mda Defense Agencies Initiative (Dai) Help Desk Analyst

Job Title: MDA Defense Agencies Initiative (DAI) Help Desk Analyst

Job Type: Full Time (Hybrid)

Location: MDA - Huntsville, AL

Job Description: This Help Desk Analyst position plays a crucial role in supporting the Missile Defense Agency (MDA) in Huntsville, AL, by providing "Help Desk" support to all MDA employees utilizing the Defense Agencies Initiative (DAI) for time and attendance and financial transactions. The role involves ensuring timely resolution of the MDA DAI User Community's questions, issues, requests, and concerns. The position will operate in a hybrid manner, with the initial work-from-home setup, but the candidate must be located within a reasonable driving distance to Redstone Arsenal for on-site meetings at the government customer's request.

Key Responsibilities:

• Create tickets using Remedy from incoming phone calls, emails, ticket requests, and in-person requests.
• Utilize Serena to create additional tickets when PMO assistance is required and work on tickets within Tier I Analyst ability.
• Assign tickets requiring thorough review to a Tier II Analyst and maintain proper tracking in both Remedy and Serena systems.
• Correspond with PMO, MDA Subject Matter Experts, MDA IT Services, and all levels of MDA in a professional manner.
• Support Tier II Analysts with administrative functions as needed.
• Assist in authoring and updating work instructions for MDA DAI Help Desk processes.
• Manage User Access Management for DAI access, including assisting with audits.
• Assist in training new Help Desk employees when the skill level is obtained.

Required Qualifications/Skills:

• BS/BA in business or a related field.
• Excellent communication skills (Written and Verbal).
• Ability to work in a team environment.
• Precise and Professional Documentation Skills.
• Daily availability from 8:30 am - 5:00 pm; the Help Desk closes at 5:00 pm, and staff must be available until that time.
• Applicants selected must be able to obtain and maintain a security clearance upon hire date.
• Hybrid work arrangement, with the requirement to be within daily driving distance to Redstone Arsenal for on-site meetings.

Desired Skills:

• Remedy and/or Serena experience preferred.
• DAI and/or Oracle experience is a plus.
• Ability to multi-task, effectively manage time, and work under firm and quick turn-around deadlines.
• Understanding of the DOD Planning, Programming, Budgeting, and Execution (PPBE) process.
• Working knowledge of tools and processes such as Outlook, Word, Excel, PowerPoint, Teams, Jabber, SharePoint, DEPS, PRIDE - WITS, DAASINQ, SAM, Adobe Acrobat, Google Chrome, Microsoft Edge, Qlik, and G-Invoicing.

Note: This position requires a security clearance or the ability to obtain one. Applicants must be within daily driving distance to Redstone Arsenal for on-site meetings at the customer's request. This is a Hybrid position.

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Vali Inc. is an Equal Opportunity Employer.