Defense Acquisition Service Desk Specialist #24335

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Aeyon

Defense Acquisition Service Desk Specialist #24335

Alexandria, VA
Full Time
Paid
  • Responsibilities

    Job Description:

    Aeyon is seeking motivated individuals who are passionate about helping clients achieve excellence. We have a position open within our Capability Delivery project supporting the Office of the Undersecretary of Defense for Acquisition, Defense Pricing, Contracting, and Acquisition Policy.

    The Service Desk Specialist supports an overarching platform for acquisition visibility data, analysis, and user interface known as the Defense Acquisition Visibility Environment (DAVE). Qualified candidates will be problem solvers who are excellent communicators, can work with clients and users through complex problems, and can creatively find ways to support the acquisition community.

    Position Responsibilities:

    • Address incoming service requests (phone calls, emails) from customers in the DoD Acquisition Community; provide first level support; document each incident, verifying customer information and including all troubleshooting steps
    • Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/ group
    • Manage tickets from start to finish in Jira to follow bug fixes and functionality improvements to support the user community
    • Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
    • Routinely contribute to the Service Desk Knowledge Base
    • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
    • Develop and maintain current knowledge of relevant software capabilities and support policies to provide accurate solutions to customers
    • Participate in team projects that enhance the quality or efficiency of Service Desk support; assist with user acceptance testing and other special capability-related issues as needed
    • Under general supervision, employee will be expected to exercise sound and independent judgment and consistently exercise discretion
    • Develop and iteratively improve designed user trainings. May be asked to develop and deliver specific capability training for specific audiences
    • Collaborate with communications team with content generation based on common user questions or issues, support the development, creation, or editing of training videos
    • Conduct reviews across system to make sure appropriate information is displayed and updated
    • Other duties as assigned

    Additional Project Management Responsibilities:

    • Utilize required/relevant tools and methods to promote effective, efficient program management processes and deliverables
    • Develop understanding of program work streams, projects, and product lines to assist in identification of issues and risks
    • Understand, generate, and communicate project or product metrics
    • Demonstrate strong initiative to grow and learn, ability to work independently and within a team, and be flexible to support an evolving list of assignments.

    Experience Requirements:

    Mandatory:

    • Experience: 2 years of directly related professional experience

    • Excellent communication skills, verbal and written

    • Experience working in a multi-functional environment alongside developers, database engineers, designers, and analysts

    • Proficiency in organizational skills, effective task prioritization, and keen attention to detail

    • Curiosity to understand different perspectives and bring creative solutions to the table

    • Demonstrated ability to take ownership of tasks and drive to completion

    • Microsoft Excel experience

    Preferred:

    • Proficiency in Atlassian Software Development and Collaboration Tools (Confluence and Jira)
    • Previous experience in DoD automated information systems (acquisition information systems is a bonus)
    • · DoD Acquisition experience
    • · Understanding of the Adaptive Acquisition Framework or DODI 5000 series

    Certification Requirements: N /A

    Education Requirements:

    Mandatory: Bachelor's degree in IT or business administration

    Waiverable/Substitutable 4 years of additional work experience can be substituted for a bachelor's degree.

    Work Type:

    Hybrid- NCR - Alexandria, VA ** (Mark Center)**

    Clearance Requirements:

    Secret Clearance Required