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End User Support Specialist

Syms Strategic Group, LLC (SSG) • Baltimore, MD • 1d ago

Syms Strategic Group (SSG) is seeking a talented End User Support Specialist

Location: Joint Base Andrews, MD

Department: Department of Defense (DoD), Department of the Air Force (AF)

Type: Full Time

Min. Experience: Experienced

Security Clearance Level: Active Secret Clearance

Military Veterans are highly encouraged to apply!

Essential Duties and Responsibilities

Support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program

Provide technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms

Serve as the primary point of contact (POC) for user-reported issues, assisting with incident triage, issue resolution, and system support

Ensure timely incident response and accurate tracking of user issues and system access

Serve as the primary POC for triaging and evaluating incoming incident reports related to the CMTARS system

Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt

Provide technical support to users experiencing issues with OpenText-based applications and system functionality

Troubleshoot and resolve application, system access, and user interface issues

Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary

Track and report all incidents using the System Change Request and Issue Log Tracker (A005)

Maintain detailed documentation of user support activities, issue solution steps, and system incidents

Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls

Assist users with system navigation, troubleshooting, and general operational guidance

Coordinate with project teams to identify recurring issues and recommend improvements to system functionality and user experience

Support testing activities and validation of system changes from an end-user perspective

Required Skills and Experience

Experience supporting OpenText products and enterprise applications in secure DoD environments

Experience supporting OpenText enterprise content management platforms

Strong troubleshooting and diagnostic skills related to enterprise applications and user environments

An ability to triage incidents, prioritize support requests, and track issues to resolution

Experience using incident tracking systems, ticketing systems, or issue tracking logs

Strong customer service and communication skills when assisting users with technical issues

Ability to clearly explain technical concepts to non-technical users

Experience supporting applications within secure DoD or federal environments

Strong organizational skills with the ability to maintain accurate incident logs and user records

An ability to work collaboratively with system administrators, developers, and project management staff

Professional Certifications Security+ Certification (DoD 8570.01-M compliance)

OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms

Years of Professional Experience Five (5) or more years of experience supporting OpenText products and enterprise-user support environments

Five (5) or more years of experience providing technical troubleshooting and application support in a federal or DoD environment

Five (5) or more years of experience managing and tracking system incidents using issue-tracking tools or support logs

Five (5) or more years of experience maintaining system user lists, permissions, and license tracking

Desired experience n/a

Formal Education Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field

Citizenship Requirement U.S. Citizenship required for this specific opportunity

Security Clearance Requirements Must possess an active Secret clearance

CRITICAL NOTES:

SSG will not make assumptions regarding your qualifications. Your answers to the mandatory screening questions must be supported by the information on your resume. Applications with inconsistencies will not be considered

Recruiters or Third parties will not be considered.

This is a 100% on-site position located at Joint Base Andrews, MD

This is a W-2 position

U.S Citizenship is required for this specific opportunity. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

Syms Strategic Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.

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