Help Desk Support Specialist

Description The position will serve as theprimary functional resourcefor 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 issuesescalated 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 thesystem 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 toidentify weaknesses and vulnerabilitiesand provide recommended corrective actions to the COR Provide CASTLE functional support, includingplanning, requirement analysis, report design, development, modification, and maintenanceof reports Providesoftware development and supportbased on requirements as needed Perform testing, coordinateuser acceptance testing, and performfunctionality validation testingagainst agency policies, federal regulations, and business requirements Work closely with technical and functional team members to assist users by providing CASTLE support Maintain documentation ofissue resolution, lessons learned, and knowledge transfer materialsto ensure continuity of operations Participate in and conductstructured project reviews (walkthroughs)and team meetings Provide management with status of projects, problems, or other outstandingproject-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 forlarge scale, complex systems All programs, input, output, and documentation associated with this task are thesole 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) yearsof 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 themanagement and administration of automated Government systems Demonstrated experience inGovernmental procedures and policies Proven ability towork independently or under general direction only Demonstratedgood communication skills, both written and verbal All candidates must successfully pass a National Agency Check (NAC) to obtain and maintain aPublic Trust Clearanceprior to start date(organization will assist with the clearance process) #J-18808-Ljbffr