User Support Analyst

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 DoW 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 War (DoW) projects. Successful candidates will have: 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 Customer support and communication Knowledge of DoW Cost and Software Data Reporting (CSDR) reporting (i.e., Cost and Software Data Report (CSDR)) 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. Position Details Full‑Time Security Clearance: Secret Entry‑Level On‑site 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 Health & Welfare – Voluntary 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. #J-18808-Ljbffr Tecolote Research, Inc.