Service Desk Agent Journeyman

DSA Inc. is seeking a qualified Graduate Training Information Management System (G/TIMS) Service Desk Support Representative at Joint Base McGuire Dix Lakehurst (JBMDL), NJ. The selected candidate will join DSA's G/TIMS Air Mobility Command (AMC) support team; the team supports G/TIMS users of the Mobility Air Forces (MAF) for AMC. Responsibilities of this position include supporting local G/TIMS users at JBMDL, provide subject matter expertise to the on-site technical team and assist with activities supporting AMC users. Position requires weekend and nighttime hours (estimate <10% time), * Provide Tier 1 product support for G/TIMS users

• Provide timely response to resolve user requests via in-person, email, phone or other methods
• Train users in current or upcoming new functionality, and assist on-site team with activities that resolve user issues (i.e. troubleshooting software)
• Gather help desk metrics and reports
• Attend/provide briefing content and respond to requests for subject matter expertise from local team, other service desk representatives and AMC customer
• Track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of G/TIMS capabilities
• Responsible for initial entry and updating of work tickets (in Redmine)

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution., * G/TIMS operational experience

• Worked as either Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, ACC or similar Service e.g. Marines, Army, Navy
• Service Desk experience (customer contact experience)
• Current Knowledge of Air Force Network environments
• Security + CE certification

Clearance Required

• Must hold at hire and maintain an active DoD Secret Clearance, * Subject Matter Expertise in G/TIMS modules and AMC application configurations
• Knowledgeable with loading and configuring G/TIMS client application on user workstations (ClickOnce or .msi on client)
• Experience in deploying software releases, upgrades and patches
• Experience performing software testing of the G/TIMS system