Senior Technical Support Specialist

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    "url": "https://careers-nakupuna.icims.com/jobs/6636/senior-technical-support-specialist/job",
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    "title": "Senior Technical Support Specialist",
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    "datePosted": "2024-06-06T08:36:16.985Z",
    "description": "<h2>Overview</h2>\n<p>Nakupuna Prime is looking for a Senior Technical Support Specialist to provide Tier I Help Desk support, technical troubleshooting, user management assistance, training support, and system sustainment support for the Joint Staff DAI Operating Unit. This position supports end users utilizing the Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) system and assists with resolving financial system issues, user account management, reporting discrepancies, and operational support requirements. </p>\n<h2>Responsibilities</h2>\n<p>The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. </p>\n<ul>\n <li>Provide Tier I Help Desk support for DAI users during established business hours. </li>\n</ul>\n<ul>\n <li>Receive, track, document, prioritize, and resolve customer incidents using the contractor-provided ticketing system. </li>\n</ul>\n<ul>\n <li>Perform technical troubleshooting and diagnostics for DAI user issues. </li>\n</ul>\n<ul>\n <li>Escalate unresolved issues to the DAI PMO Tier II Help Desk support or liaison with the Joint Service Provider (JSP) as required. </li>\n</ul>\n<ul>\n <li>Provide timely responses to users and maintain accurate records of support activities. </li>\n</ul>\n<ul>\n <li>Support DAI user account management activities including SAAR processing, DD2875 reviews, and account provisioning support. </li>\n</ul>\n<ul>\n <li>Assist with bi-weekly user account reviews and deactivation activities. </li>\n</ul>\n<ul>\n <li>Support Governance, Risk, and Compliance (GRC) reporting and annual user access reviews. </li>\n</ul>\n<ul>\n <li>Monitor Agency Health Check dashboards, IGT reports, Fiscal Year End dashboards, and reconciliation reports. </li>\n</ul>\n<ul>\n <li>Monitor DAI and Enterprise Performance Management (EPM) data for discrepancies and report findings to Government personnel. </li>\n</ul>\n<ul>\n <li>Assist with transactional reconciliation activities and issue resolution. </li>\n</ul>\n<ul>\n <li>Support development and maintenance of DAI training materials, quick reference guides, desk guides, and work instructions. </li>\n</ul>\n<ul>\n <li>Provide desk-side, virtual, or classroom training to end users when requested. </li>\n</ul>\n<ul>\n <li>Maintain and update SharePoint content, training repositories, and user reference materials. </li>\n</ul>\n<ul>\n <li>Track help desk ticket trends and identify opportunities for training or process improvements. </li>\n</ul>\n<ul>\n <li>Support System Integration Testing (SIT) and User Acceptance Testing (UAT) activities. </li>\n</ul>\n<ul>\n <li>Assist with process improvement initiatives and implementation of operational enhancements. </li>\n</ul>\n<ul>\n <li>Coordinate with stakeholders to ensure continuity of DAI operational support. </li>\n</ul>\n<ul>\n <li>Prepare monthly help desk activity reports and operational status updates. </li>\n</ul>\n<ul>\n <li>Develop and deliver instructor led training to end users at a client site location or virtually, as requested. </li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Skills/Qualifications: </strong> </p>\n<ul>\n <li>Strong customer service and technical troubleshooting skills. </li>\n</ul>\n<ul>\n <li>Knowledge of ERP systems, financial management operations, and DAI functionality. </li>\n</ul>\n<ul>\n <li>Experience with ticket management systems and help desk operations. </li>\n</ul>\n<ul>\n <li>Ability to research and resolve system and transactional issues. </li>\n</ul>\n<ul>\n <li>Knowledge of user account management and access control procedures. </li>\n</ul>\n<ul>\n <li>Strong communication, documentation, and organizational skills. </li>\n</ul>\n<ul>\n <li>Experience developing training materials and providing user training. </li>\n</ul>\n<ul>\n <li>Proficiency with Microsoft Office Suite, SharePoint, and collaboration tools. </li>\n</ul>\n<ul>\n <li>Ability to manage multiple priorities in a fast-paced environment. </li>\n</ul>\n<ul>\n <li>Ability to work independently with minimal Government oversight. </li>\n</ul>\n<p><strong>Education/Experience: </strong> </p>\n<ul>\n <li>Minimum of three (3) years of professional experience supporting ERP systems, financial management systems, or federal help desk operations. </li>\n</ul>\n<ul>\n <li>Experience supporting DAI or Oracle Federal Financials preferred. </li>\n</ul>\n<ul>\n <li>Experience performing financial system research, reconciliation support, and customer support activities preferred. </li>\n</ul>\n<ul>\n <li>Bachelor’s degree from an accredited college or university preferred.</li>\n</ul>\n<p> </p>\n<p><strong>Certification: </strong> </p>\n<ul>\n <li>ITIL certification preferred. </li>\n</ul>\n<p><strong>Clearance Requirements: </strong>Active Secret Security Clearance required. </p>\n<p><strong>Travel: </strong>Travel will not occur regularly and will typically be less than 5% of the time. </p>\n<p><strong>Work Location: </strong>Work will primarily be performed remotely or at contractor facilities; however, on-site support, meetings, and training may be required at Government facilities including the Pentagon, National Defense University, Suffolk Compound, and other designated Government locations in the National Capital Region. </p>\n<p>The primary on-site Place of Performance is the Joint Staff, Office of the Comptroller, The Pentagon, Washington, D.C. 20318, room 1E588.  In-person meetings and/or trainings may also be required at the following sites:  </p>\n<ul>\n <li>National Defense University, 300 5th Ave, Washington D.C. 20318 </li>\n</ul>\n<ul>\n <li>Joint Staff Suffolk Compound 116 Lake View Pkwy, Suffolk, VA 23435 </li>\n</ul>\n<ul>\n <li>Joint Interagency Task Force, 4800 Mark Center Drive, Alexandria, VA 22311</li>\n</ul>\n<p> </p>\n<p><strong>Physical Requirements: </strong>The ideal candidate must at a minimum be able to meet the following physical requirements of the job <em>with or without a reasonable accommodation:</em>  </p>\n<ul>\n <li>Ability to perform repetitive motions with the hands, wrists, and fingers.  </li>\n</ul>\n<ul>\n <li>Ability to engage in and follow audible communications in emergency situations.  </li>\n</ul>\n<ul>\n <li>Ability to sit for prolonged periods at a desk and working on a computer. </li>\n</ul>\n<p> </p>\n<p>The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation range for this position is $130,000.00 to $190,000.00 (annualized USD). The salary range displayed represents the typical salary range for this position and is just one component of Nakupuna Companies total compensation package for employees.</p>",
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