DSA Inc. is seeking a qualified Graduate Training Information Management System (GTIMS) / Aviation Resource Training System (ARTS) Service Desk Support Representative at Ft Rucker, AL. The selected candidate will join DSA's GTIMS Enterprise Service Desk (ESD) team supporting users of the United States Army Aviation Center of Excellence (USAACE).
Position may require weekend and nighttime hours (<10% time). This is a temporary position.
Customer Support: Provide troubleshooting support for GTIMS/ARTS functions at the user level. Track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of GTIMS/ARTS capabilities. Provide training to new users as well as training that introduces new upgrades, functions, and releases.
Technical Requirements: Ability to test and troubleshoot new software version. Assist with loading and configuring GTIMS/ARTS client application on user workstations. Assist in deploying software releases, upgrades and patches.
Required Skills:
•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
•Functional testing of new GTIMS/ARTS software releases
•Subtask 1. Technical support personnel shall manage and troubleshoot interfaces between GTIMS/ARTS and other information systems. Technical support personnel shall assist with product support functions, provide direct assistance to users and conduct training for USAACE functional staff. Maintain expert-level knowledge of GTIMS/ARTS in order to assist users. Perform service desk duties by providing training, phone support, and in-person support to GTIMS/ARTS users. Write and update site GTIMS/ARTS user manuals, procedures guides, and troubleshooting checklists. Analyze and troubleshoot user and system problems. Conduct what-if analyses utilizing ARTS.
•Subtask 2. They shall provide technical and operational support on functional applications, common services applications, GTIMS/ARTS hardware, software, and network problems, GTIMS/ARTS technical refresh, and GTIMS/ARTS related network issues. Technical support personnel shall perform GTIMS/ARTS compatibility testing with the Standard Desktop Configuration and DoD Server Core Configuration (SDC-DSCC).
•Subtask 3. Technical support personnel shall perform GTIMS/ARTS Software Testing and system configuration testing in preparation of new software releases (beta testing).
Desired Skills:
•Help desk or service desk experience
•GTIMS/ARTS or JPATS/TIMS experience
Education and Certification:
•Required: Security+ or obtain within 6 months of hire.
•Desired: Bachelor degree in Information Technology or related field
•OR
•Desired: minimum 6 years Aircrew Operations or Aviation Resource experience
Send resume to marie.meyers@dsainc.com
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