What are the responsibilities and job description for the Help Desk Specialist - DAI Defense Financial Systems - Secret position at Woodside Staffing Solutions & Consulting?
DAI Financial System Help Desk
Position Overview :
We are seeking a highly skilled and experienced individual to assist DAI (Defense Agencies Initiative) Financial System users by providing exceptional help desk services. The ideal candidate will have a thorough understanding of the DAI Financial System, experience supporting the US Marine Corps, and expertise in handling and resolving system incidents efficiently. This will include resolving system access requests, loading of appropriation / accounting data, initiating system change requests and configuration control board support. Must have experience with JIRA for incident management and hold a current and active Secret Clearance.
Key Responsibilities :
- JIRA Ticket Management :
o Serve as the primary point of contact for interfacing with customers to record, track, and manage incidents in the JIRA platform.
o Accurately document incidents, diagnose issues, and route them to the appropriate teams for resolution or workaround implementation.
o Ensure timely and effective escalation of unresolved incidents to the DAI PMO (Program Management Office) when required.
o Collaborate with users to troubleshoot and resolve technical and functional issues related to the DAI Financial System.
o Provide regular updates to stakeholders on the status of open tickets and ensure issues are resolved within established service-level agreements (SLAs).
o Maintain detailed records of resolutions for future reference and knowledge base updates.
Collaboration and Coordination :
o Work closely with the DAI PMO and other support teams to ensure seamless incident management.
o Assist in identifying trends or recurring issues to recommend long-term solutions and improvements to system performance.
Customer Support :
o Deliver high-quality customer service to government users by promptly addressing their concerns and inquiries.
o Offer user training and guidance to enhance familiarity and efficiency in utilizing the DAI Financial System.
Required Qualifications :
Preferred Qualifications :
Location :