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Help Desk

Job in Alexandria - Fairfax County - VA Virginia - USA
Full Time, Contract position
Listed on 2020-04-29
Job specializations:
  • Administrative/Clerical
  • IT/Tech
    IT Support, IT Project Manager, IT Graduate
Job Description & How to Apply Below
General Description:
Help Desk Support shall provide sustainment support with respect to the Defense Human Resources Activity (DHRA) Enterprise operation and fielding of Defense Agency Initiative (DAI). This support shall include providing expertise with DAI individual modules, technical assistance, system readiness and training for DAI.

Specific Tasks:
• You shall assist with a gap analysis of financial and operational issues.
• You shall perform an analysis of how DHRA business is accomplished with DAI, address gaps as well as the impact of Software Change Requests (SCR), production fixes, and new DAI versions or application upgrades such as future Oracle Releases or patches.
• You shall monitor/track proposed changes, and conduct research, and propose revisions to the application, technical documents, policy and procedures as necessary.
• You shall assist with development and status updates of Agency approved plans and milestones.
• You shall report on the program’s status, risks and issues.
• You shall assist with role mapping, user management, and workflow.
• You shall develop and ensure that existing Agency test plans, test materials (scenarios, scripts), desktop procedures and user manuals are kept updated with latest DAI work processes and procedures.
• You shall participate in design reviews and testing.
• You shall provide recommendations on training and help desk support.
• You shall assist with development of cutover plans for new releases.
• You shall provide help desk support to the DHRA personnel during testing and operations of DAI.
• You shall provide training and remedial training to all DHRA DAI users to ensure that they are fully capable of independently accessing and operating DAI for their job functions.
• You shall update help desk operational manual when changes are required based on DAI and organizational business changes.
• You shall document issues received via phone, , and in-person in a ticket tracking system and analyze and resolve issues by transferring the issue to the DHRA IT (MSD)/Joint Services Provider (JSP) as needed and creating a standard escalation process to ensure issues that require escalation to the DAI PMO (DLA) help desk is standardized in process and in format.
• You shall report metrics and recommend focus areas for training.
• You shall assist with user account management and reporting.
• You shall participate in testing as it relates to the help desk.
• You shall assist with user account and responsibility management.
• You shall support updates to the DHRA DAI SharePoint site by ensuring the DAI site is kept current and update with training information, including upcoming training, training documents bulletins and items that are pertinent to DAI new releases.
• You shall attend or teleconference in to DAI meetings as scheduled by DHRA and DAI PMO.
• You shall conduct brown bags and other sessions to supplement training, communicate reminders, and announce changes in the system and DHRA processes at least quarterly.
• You shall report metrics on training, such as number of students registered and attended.
• You shall provide reporting support including daily, weekly and monthly downloads and posting to a SharePoint site.
• You shall provide a public “front end” Helpdesk phone number with a “call tree” option that forwards the call to DoD Mark Center DAI Helpdesk phones.
• You shall provide transition of contract services.
• You shall participate in a Post-Award Conference.
• You shall provide a weekly status briefing and monthly status reports.
Position Requirements
Bachelor,   3 to 4 Years work experience
Required Language Skills:
  • English - Very good
Contact Information
Contact Name: Entourage Consulting LLC
Contact Phone: 210880-4802
Preferred method of contact: Email with CV via Application Box below.
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