Senior Help Desk Analyst

100% On-site  -- Joint Base Andrews (JBA), MD (US Citizenship required to obtain security clearance.)

Teracore is a Service Disabled Veteran Owned Small Business (SDVOSB) classified management consulting and information technology services firm. We are committed to creating and maintaining a corporate environment and culture that promotes long-term employment. Diverse talents help us to achieve the missions and objectives of our customers. We hope we can partner together to achieve those goals.

Project Background:

The contractors will support NGB/A1Y in Operational Research and Strategic Analysis for Air Force Recruiting Information Support System – Total Force (AFRISS-TF), making recommendations for planning, coordination, and execution of ANG mission requirements to enhance decision-making and productivity in recruiting and retention programs.   

Position Description:

This is a Senior Help Desk/Systems Analyst position providing Functional liaison to the ANG Recruiting and Retention community for support and resolution of applicant or incentive processing problems.  Performs account maintenance from establishing accounts to maintaining passwords to resolving VPN/Firewall access.  Assists users in the qualification and processing of over 500,000 leads resulting in approximately 12,000 accessions per year. Validates recruiting process requirements across 5 interoperable system platforms comprising the ANG Recruiting and accession process.   Leads maintenance of system documentation and training materials within a 4-5 person Help Desk Call Center mission.

 Tasks/Responsibilities:

• Responsible for providing field support concerning the function and flow of automated recruiting and retention processes supporting recruiters and their leadership in the field.
  • Supports the Help Desk Call Center function providing Tier 1 and Tier 2 support using a trouble ticket tracking system that interfaces with the Configuration Management process in place to track and resolve issues and provide enhancements through iterative software development and implementation.
  • Conducts trouble-shooting of user activities to assist in the processing of applicants, on-line training, and continuous process improvement of software applications used to process leads and automate accession of qualified applicants from a worldwide geographical area of operations.
  • Identifies and analyzes ANG recruiting and retention functional defects/enhancement requests reported via Help Desk calls/emails from the ANG recruiter community, system monitoring or other meetings.
  • As the contractor lead for the ANG Help Desk, the Help Desk/Systems analysts will answer, analyze and evaluate Help Desk calls or emails, provide resolutions, open/document trouble tickets, and/or develop an SCR for those issues identified as defects or data maintenance requests.
    • Analyzes each defect, identify a root cause, research resolutions and create SCRs with an identified fix.
• Work within the Configuration Management process to track, update, and close tickets/SCRs within the designated trouble ticket/SCR tracking system.
  • • Ensure other Help Desk personnel are aware of the completion of requested actions and/or release of fixes to defects, enhancements or new capabilities.
• Works alongside support personnel to refine and document user requirements and validates that development in conjunction with functional OPRs using test plan scenarios.
  • Support personnel will consist of government, military and contracted analysts, Functionals, Programmers, Technical Writers, and other Help Desk personnel supporting Active, Guard, and Reserve.
• Evaluates changes to documented requirements in established standards and processes and maintain system documentation up to date, e.g. User Manuals and How-to Guides.
  • Provides advance notification to the field of upcoming releases in the form of Release Notes and System Status notifications.
  • Make changes to system and user documentation that significantly modifies the steps and/or screenshot content through design and development changes/updates to defined processes.
• Participates in peer-review processes such as Functional Review Boards and may represent ANG interests on the monthly Configuration Control Board (CCB).
  • Provide feedback to developers following evaluation of SCRs and/or during monthly Test and Evaluation phase using to refine and assist developers in understanding the functional user requirements.
• Works in conjunction with Active Duty Air Force and Air Force Reserve functional counterparts, other stakeholders and representatives to promote an exchange of information, best practices, capabilities, deficiencies, and technology advances as related to improving AFRISS-TF system functionality and efficiency in data collection, processing and reporting.
• Provide input for updates to all system documentation and support the software release activities by providing input to monthly Release Notes for dissemination to all ANG users with descriptions of changes to existing or new system functionality.
• Provide training, instruction or briefings on system function or changes being released as requested. Training shall be in the form of white papers, power point presentations, or live demonstrations, to include demonstrations via telecom/desktop sharing, webinars, or video recorded training/presentations.
  • Acts as the primary trainer for new military Help Desk personnel.
  • Conducts training at annual and periodic events, such as Annual Certification and Training Conferences (ACTC), State/Wing or Regional Training events, etc.
• Performs all other duties as assigned by the Project Manager.

Required Skills:

1. 2-4 Degree in a Technology or Information Systems related area of study. Superior skills specific and unique to this unique work environment/contract may be considered in place of the degree requirement:
   1. 8-10 years’ experience in Recruiting and/or Retention while working in the various Branches of Recruiting, Military Entrance Processing Station (MEPS), ANG Retention, Advertising/Marketing and Training/Instruction.
   2. 8-10 years’ experience using a military recruiting database; preferably, AFRISS-TF, AFRISS-based Retention functionality, AFRISS reporting/query tools and/or performing data analysis for Wing, State and/or NGB HQ levels to support Senior Leadership and Mission Accomplishment.
2. Knowledge and use of tools such as visual Query/Report-builder products, Bugzilla/System Change Request (SCR) creation using a Configuration Management software.
3. 3-5 years of experience with requirements management to include process, documentation, prioritization, and refinement of requirements; and test management, which include planning, designing, implementation of test events, validation and reporting of results.
4. 3-5 years of experience providing or managing Help Desk support and Training.
   1. Experience evaluating ANG AFRISS-TF user community issues received via Help Desk calls or emails, provide application analysis, determine resolutions, open trouble tickets, and/or develop software change requests to mitigate systemic issues identified as defects or data maintenance requests.
   2. Analyze reported defects, identify a root cause(s), research resolutions and create SCRs, which may include an identified fix.
   3. Experience with training and development of Help Desk personnel and analysts

Desired Skills:

1. Prior experience working with Air Force Recruiting Information Support System- Total Force (AFRISS-TF)
2. Prior experience working within a military base and/or government environment
3. Experience with USAF, specifically ANG recruiting efforts and using AFRISS-TF
4. Experience providing presentations or training for large audiences in a conference or classroom setting.
5. Knowledge of computer systems and/or software development practices is highly desirable
6. Knowledge of other support software (using a VPN), integration of hardware devices (email/phones) and/or electronic signature capabilities.

At Teracore, we support, depend and thrive on differences for the benefit of our associates and customers. Teracore is an equal opportunity employer. Employment decisions are based solely on a person's merit and professional qualifications directly related to job competence.