Provides assistance to all DOD Personnel with respect to the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management and performs functional analysis to identify process steps, tasks and their inter-relationships.
Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
Translates processes into visual depictions.
TAC requires support 24X7 365 days a year, the selected individual must be available to support this schedule. Weekends, overnights and Federal Holidays.
Participates in special projects as required.
Requires an ability to communicate with both SMEs and members of the project team.
Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
May maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance.
Troubleshoots determine problems for customer specific operating systems and applications.
Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
Responsible for opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction.
Must possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites.
Requires experience and knowledge of installation, configuration, and troubleshooting of computers.
Requires strong communication and excellent customer service skills. Role may be considered mission critical.
EDUCATION & EXPERIENCE:
Typically requires bachelor's degree or equivalent, and zero to two years of related experience. Additional training will be required to support legacy systems.
Active favorable public of trust (POT) desirable
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
Additional training will be required to support legacy systems.