Address
Form of work
SalaryOverview
We are seeking an experienced help desk professional that will support a variety of users with complex problems related to account management, data access, data submission and validation, as well as provide oversight to a team to provide customer support, ticket tracking and resolution, and coordination with the entire operations team. This position is fast-paced and requires excellent organizational, problem solving, communication and follow-through skills.
Responsibilities
- Manage the CADE User Support phone and email and assist with resolution of user identified issues, document and track all Help Desk tickets and ensure timely resolution
- Become a subject matter expert in the CADE system user roles, application workflows, tools (cPet), business rules, database structure, and security features
- Provide account management support for new user requests, account renewals, and data access permissions for support contractors
- Troubleshoot user issues with CSDR Planning or Submission and Validation workflow issues; identify issues with standard submission formats, validation errors, and planning workflow metadata, voting, and access requests
- Work with the Cost Assessment Data Enterprise (CADE) leadership and cost community stakeholders to identify operational and application requirements
- Provide User Support to DoD Analysts searching and exporting data into analysis-ready formats
- Review current system workflows and analyst roles to identify opportunities for increased efficiencies
- Document requirements and create feature documents to inform the CADE software development team of the system specifications, business rules, design constraints
- Develop test plans, perform software regression testing, and document all results for the CADE software development team and the CADE Help Desk
- Communicate with CADE leadership regarding test results and changes to the end-product requirements
Skills Required
We are seeking highly motivated individuals with a strong work ethic to support Department of Defense (DoD) projects. Successful candidates will have:
- Excellent communication
- Research, and analytical skills in addition to the following:
- Between 1 and 3 years of experience in identifying, prioritizing, and implementing software system requirement specifications
- Proficiency in Microsoft Office (Excel, Word, Access, PowerPoint, Project)
- Secret level security clearance required
Additional relevant experience desired for applicants includes:
- Customer support and communication
- Knowledge of DoD Cost and Software Data Reporting (CSDR) & Earned Value Management (EVM) reporting (i.e., Cost and Software Data Report (CSDR) & Integrated Program Management Report (IPMR)
- Cost data collection, validation and normalization techniques
- Knowledge of Cost and Relational Databases
- Proficiency in MS Office products
- Detail-Oriented
- Ability to read, understand, and decipher Non-Disclosure Agreements (NDAs)
Education
Bachelor’s degree required, preferably in math, engineering, business, or the sciences.
Full-Time
person
Entry-Level
Security Clearance
Benefits
We offer competitive salaries commensurate with education and experience. We have an excellent benefits package that includes:
Health & Welfare
Company Paid- Major Medical Insurance for employees and family members
- Dental Insurance for employees and family members
- Vision Insurance for employees (employee-paid for family members)
- Group Life Insurance
- Accidental Death and Dismemberment Insurance
- Travel Accident Insurance
- Long-Term Disability
- Short-Term Disability
- Supplemental Life Insurance
- Flexible Spending Account (pre-tax deferrals for health care expenses)
Retirement
Money Purchase Pension Plan - 100% Company funded defined contribution retirement plan. One-year entry waiting period and 5-year vesting. Core Funds available and a self-directed brokerage account option.- Employee Stock Ownership Plan - 100% Company funded discretionary contribution. 100% vested after one-year entry waiting period.
Time Off
Tecolote’s generous paid time off benefits give employees the flexibility they need to relax, recharge and take care of the unexpected.
- Annual Leave
- Bereavement Leave
- Holidays
- Jury Duty/Witness Leave
- Military Leave
- Sick Leave
Tracking Number: 060-24-1
Benefits
Paid jury duty, Stock options, AD&D insurance, Disability insurance, Health insurance, Dental insurance, Flexible spending account, Military leave, Paid time off, Vision insurance, Employee stock ownership plan, Bereavement leave, Life insurance
