End User Support Specialist

Washington, DC

Full Time

Experienced

Syms Strategic Group (SSG) is seeking a talented End User Support Specialist
Location: Joint Base Andrews, MD
Department: Department of Defense (DoD), Department of the Air Force (AF)
Type: Full Time
Min. Experience: Experienced
Security Clearance Level: Active Secret Clearance

Military Veterans are highly encouraged to apply!

Essential Duties and Responsibilities

Support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program
Provide technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms
Serve as the primary point of contact (POC) for user-reported issues, assisting with incident triage, issue resolution, and system support
Ensure timely incident response and accurate tracking of user issues and system access
Serve as the primary POC for triaging and evaluating incoming incident reports related to the CMTARS system
Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt
Provide technical support to users experiencing issues with OpenText-based applications and system functionality
Troubleshoot and resolve application, system access, and user interface issues
Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary
Track and report all incidents using the System Change Request and Issue Log Tracker (A005)
Maintain detailed documentation of user support activities, issue solution steps, and system incidents
Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls
Assist users with system navigation, troubleshooting, and general operational guidance
Coordinate with project teams to identify recurring issues and recommend improvements to system functionality and user experience
Support testing activities and validation of system changes from an end-user perspective

Required Skills and Experience
Experience supporting OpenText products and enterprise applications in secure DoD environments Experience supporting OpenText enterprise content management platforms Strong troubleshooting and diagnostic skills related to enterprise applications and user environments An ability to triage incidents, prioritize support requests, and track issues to resolution Experience using incident tracking systems, ticketing systems, or issue tracking logs Strong customer service and communication skills when assisting users with technical issues Ability to clearly explain technical concepts to non-technical users Experience supporting applications within secure DoD or federal environments Strong organizational skills with the ability to maintain accurate incident logs and user records An ability to work collaboratively with system administrators, developers, and project management staff
Professional Certifications	Security+ Certification (DoD 8570.01-M compliance) OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms
Years of Professional Experience	Five (5) or more years of experience supporting OpenText products and enterprise-user support environments Five (5) or more years of experience providing technical troubleshooting and application support in a federal or DoD environment Five (5) or more years of experience managing and tracking system incidents using issue-tracking tools or support logs Five (5) or more years of experience maintaining system user lists, permissions, and license tracking
Desired experience	n/a
Formal Education	Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
Citizenship Requirement	U.S. Citizenship required for this specific opportunity
Security Clearance Requirements	Must possess an active Secret clearance
CRITICAL NOTES:	SSG will not make assumptions regarding your qualifications. Your answers to the mandatory screening questions must be supported by the information on your resume. Applications with inconsistencies will not be considered Recruiters or Third parties will not be considered. This is a 100% on-site position located at Joint Base Andrews, MD This is a W-2 position

U.S Citizenship is required for this specific opportunity. Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information and be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to criminal history, employment and education verification, drug testing, and creditworthiness.

Syms Strategic Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.

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All interviews will be conducted via Microsoft Teams with your camera on. There will be no exceptions.*

Note: Do not apply multiple times. Multiple applications will be deleted and lose all hiring consideration.*

This position is located at Joint Base Andrews, MD and is a 100% on-site position.*

This is a 100% on-site position without the possibility of remote work. Do you live within a 50-mile commuting distance of Joint Base Andrews, MD?*

Do you possess five (5) or more years of experience supporting OpenText products and enterprise-user support environments?*

Do you possess five (5) or more years of experience providing technical troubleshooting and application support in a federal or Department of Defense (DoD) environment?*

Do you possess five (5) or more years of experience managing and tracking system incidents using issue-tracking tools or support logs?*

Do you possess five (5) or more years of experience maintaining system user lists, permissions, and license tracking?*

Do you possess a Bachelor's degree or higher in Information Technology, Computer Science, Information Systems, or a related field?*

Do you currently possess a Security+ Certification?*

Do you currently possess an OpenText Business Consultant Certification or have demonstrated working knowledge of OpenText platforms?*

Are you currently a U.S. Citizen?*

Do you currently possess an active Secret clearance or higher? NOTE: If you answer Yes, the clearance must be clearly listed on your resume. Additionally, an unsupported "Yes" answer will result in application rejection.*

Please be prepared to provide a W2 annual salary.*

As part of our screening process, you will be requested to provide a link to your LinkedIn profile.*

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End User Support Specialist

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