CPSD Agent - AETC GTIMS

Description
DSA Inc. is seeking a qualified Graduate Training Information Management System (G/TIMS) CPSD Agent in a remote role.  The selected candidate will join DSA's G/TIMS support team; the team supports G/TIMS users across all G/TIMS supported MAJCOMS. Responsibilities of this position include supporting remove G/TIMS users at all supported sites, provide subject matter expertise to the on-site technical team and assist with activities supporting G/TIMS end users. Position requires weekend and nighttime hours (estimate <10% time)

Required Qualifications

• 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

Desired Qualifications

• Subject Matter Expertise in G/TIMS modules and AMC application configurations
• Experience performing software testing of the G/TIMS system

Key Responsibilities

• Provide Tier 1 product support for G/TIMS users
• Provide timely response to resolve user requests via email, phone or other methods
• Train users in current or upcoming new functionality, and assist on-site team members 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 end users
• 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)

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