User Support Specialist
Role details
Job location
Tech stack
Job description
The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools.
Serco supports the US Army as a prime for their PPB BOS contract maintaining their financial management application. Our team upgrades, maintains and manages the software that runs the Army's cloud based financial systems to allow them to perform their missions successfully.
In this role, you will:
-
Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems.
-
Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff.
-
Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests.
-
Recommend updates when gaps and recurring issues are identified.
Requirements
-
U.S. Citizenship
-
An Active DoD Secret clearance
-
A Bachelor's Degree in Human Factors, Computer Science, Information Systems, or other relevant field.
-
2 years of experience providing helpdesk support on Software Systems and Applications.
-
Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction.
-
Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support.
-
The ability to travel up to 10% of the time.
Additional desired experience and skills:
-
Experience documenting business processes, frequently asked questions, and creating user / administrator guides
-
Experience with ITIL methodologies
-
Experience working with teams to identify user needs
-
Experience with common release tracking software (JIRA, Confluence)
-
Experience creating user training materials and presenting training materials
If you are interested in supporting and working with our military and a passionate Serco team, Submit your application now for immediate consideration. It only takes a few minutes and could change your career!
