Help Desk Support Specialist

Description

The position will serve as the primary functional resource for diagnosing, researching, and resolving system issues related to the CASTLE Time and Attendance (T&A) software application. This position supports the FAA's Enterprise Services Center, Administrative Systems Section, at the DOT/FAA Mike Monroney Aeronautical Center in Oklahoma City, OK. This position will provide functional help desk support for the Agency's Time Collection System, ensuring timely resolution of complex functional issues that cannot be resolved by the Tier 1 Service Desk. Customers supported include the Aeronautical Center, the Federal Aviation Administration, the Department of Transportation, and various other governmental agencies and departments.

Key Responsibilities:

• Provide functional help desk support for issues escalated from the Tier 1 Service Desk, ensuring timely resolution of complex functional issues

• Troubleshoot help desk tickets, working independently and/or under general direction, using system documentation standards and electronic communication through the system change request process

• Analyze, troubleshoot, and resolve complex functional issues related to:

• Time and attendance

• Leave administration

• Premium pay

• Labor distribution

• Telework

• Work schedules

• Continuously assess and evaluate systems to identify weaknesses and vulnerabilities and provide recommended corrective actions to the COR

• Provide CASTLE functional support, including planning, requirement analysis, report design, development, modification, and maintenance of reports

• Provide software development and support based on requirements as needed

• Perform testing, coordinate user acceptance testing, and perform functionality validation testing against agency policies, federal regulations, and business requirements

• Work closely with technical and functional team members to assist users by providing CASTLE support

• Maintain documentation of issue resolution, lessons learned, and knowledge transfer materials to ensure continuity of operations

• Participate in and conduct structured project reviews (walkthroughs) and team meetings

• Provide management with status of projects, problems, or other outstanding project-related issues

• Perform in accordance with established standards and/or procedures as defined by the FAA, including ISO requirements

• Analyze problem areas and postulate feasible solutions for large scale, complex systems

• All programs, input, output, and documentation associated with this task are the sole property of the government

Qualifications

Required Experience

• Bachelor's degree or associate degree in computer science, Information Systems, or a related discipline

• 4 years of experience may replace a completed degree

• Three (3) years of progressive experience in a respective functional area (e.g., accounting, human resources, logistics, etc.)

• Detailed knowledge of organizational practices, procedures, policies, and methodologies pertaining to the management and administration of automated Government systems

• Demonstrated experience in Governmental procedures and policies

• Proven ability to work independently or under general direction only

• Demonstrated good communication skills, both written and verbal

• All candidates must successfully pass a National Agency Check (NAC) to obtain and maintain a Public Trust Clearance prior to start date (organization will assist with the clearance process)

REQNUMBER: 2615992

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