Service Desk Representative (Usaace, Al) - G/Tims

Segue Technologies seeks a Service Desk Representative. This is a full-time position at Fort Novosel, AL. The selected candidate will join the ARTS/GTIMS Enterprise Service Desk (ESD) team supporting USAACE. Position may require weekend and nighttime hours (<10% time).
Job Duties and Responsibilities include but are not limited to:

• Assist with product support functions, provide direct assistance to users, troubleshoot systems/database administration issues and conduct training for USAACE users and functional staff
• Manage and monitor GTIMS network accounts and GTIMS functionality on workstations, servers and the network
• Perform GTIMS Software Testing as needed
• Use knowledge of military training and experience with military training information systems to support users and troubleshoot issues
• Provide training to new users as well as training that introduces new upgrades, functions, and releases
• Document issues that arise in the current helpdesk ticket system
• Monitor customer helpdesk ticket workflow and status
• Provide status reports on site activities as required
• Attend team project meetings
• Provide analysis and documentation of project-related issues, tasks, and related work activities
• Additional tasks as required

Required Skills:

• Active Secret DOD Security Clearance
• Ability to obtain and maintain a DOD 8570 IAT Level II certification (CompTIA Security + or higher-level certification) within three months of hire
• Skills as an Aviation Resource manager or Military Aircrew within an Army Major Commands (MAJCOM) or similar position held in equivalent services e. g. US Air Force, Marines, Navy
• Excellent Customer Interaction Skills
• 2+ years of experience in Service Desk, Help Desk or Customer Service support
• Possess a thorough understanding of Air Force or Army training and have experience with training information systems
• Experience with MS Office product suite
• Troubleshooting and technical support experience via phone, web-based tools, and email
• Strong attention to detail and organization skills

Desired Skills:

• Experience with Redmine software or other help desk ticket system
• Data entry experience
• Bachelor's degree in Computer Science, IT Systems, Engineering or another technical field, or related major
• Current knowledge of ARTS/GTIMS programs
• Current knowledge of Army or Air Force Network Environments
• Experience with DoD System Development

Our compensation package includes: Competitive Annual Salaries, Rewards and Recognition Program, Employee Stock Purchase Plan, Time Off with Pay that Increases with Seniority, Life and Disability Insurance, 401K Retirement Plan with Employer Contribution, Dental, Vision, and Health Insurance, Flexible Spending Account, Tuition and Training Reimbursement.
Segue Technologies is a wholly owned subsidiary of Tetra Tech, Inc. Segue is based out of Arlington, VA, with a presence in 14 states and DC. We support Federal and DoD organizations to develop and enhance mission-critical business systems. We provide custom software applications, solve data management problems, and support the evolution of the mobile workforce.
Segue Technologies, A Tetra Tech Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit our website, www.seguetech.com/careers , to submit an application.