Are you interested in making a move to a fast-paced work environment with a growing company making a global impact every day? Vysnova Partners, Inc. (Vysnova) is a program management firm that delivers professional and technical services worldwide to governmental and commercial clients. Vysnova staff manages programs and projects primarily within the Public Health, Government Acquisition and Training sectors. We work throughout in the U.S. and overseas including; Africa, Asia, Latin America and the Middle East chiefly for governmental clients, including the Centers for Disease Control and Prevention (CDC), the Department of Defense (DOD), the General Services Administration (GSA), and the U.S. Agency for International Development (USAID).
Currently, Vysnova Partners is seeking a highly motivated and qualified Tier II Help Desk Support Specialist who are eager to lend their skills to our clients at Defense Acquisition University.
Location: Defense Acquisition University (DAU), Fort Belvoir, VA
Specific Duties: The contractor
shall provide support for the learning asset systems (CSOD, DART and
Blackboard) implementation, maintenance, operations and sustainment activities
of the learning systems that support the DAU learning ecosystem. Specifically
in the areas of learning asset development (e.g. courseware development tools)
and learning asset delivery (e.g. learning management systems). The contractor
shall maintain up-to-date operations documents on current LMS functionality
(including likely future enhancements) from the viewpoint of each different
user perspective—student, faculty, etc. The contractor shall conduct a yearly
inventory assessment on existing documentation to identify current state and
any missing documentation that is essential to operations. The assessment (and
proposed modifications and updates) shall be submitted 60 days after call order
award and reported at a minimum on a yearly basis and additionally as needed.
shall provide Tier II support for all tickets escalated from the DAU Help Desk
(Tier 1 – operated by government and external support personnel) and other DAU
stakeholders. Support includes reviewing the nature of the ticket, assessing
whether an issue is due to system problems, learning asset specific, customer
side organization related (e.g. Navy/Marine Corp Intranet blockage of a plug-in
or upgrade of a plug-in), or other variables and either restoring service by
resolving the issue or providing a work-around. If the issue cannot be resolved
or a work-around provided, the contractor shall then route ticket(s) to
appropriate tier III Government personnel for further action.
shall use the DAU electronic support system (ESS), which is currently the BMC
Footprints Commercial-off-the-Shelf (COTS) tool, to track all issues submitted
to Tier II and respond within metric parameter established within established
service level agreements (SLAs). The contractor shall provide support in mining
and analyzing the DAU ESS data for trends (e.g. did the source of issues for a
customer happen during the time a set of learning assets or system upgrades were
deployed). The contractor shall provide a bi-weekly status report showing a
status of tasks, accomplishments, and any potential risks.
shall follow DAU established workflows and escalation procedures. As an
example, Appendices E and F provide examples of typical tier II workflow for
courseware related issues and data for FY16-FY18 on tickets escalated from Tier
I to Tier II. During the FY18 calendar year there were approximately 1,600
ticket escalations from Tier I to Tier II.
shall maintain all assigned Standard Operating Procedures (SOPs) documentation
and associated workflows, maintain configuration management, and make updates a
minimum of once a year, more frequently depending on the nature of the changes
shall provide continuous support of the systems by providing a Tier II
technical support interface between Tier I help desk, faculty, staff, learning
asset developers, system managers, and system contractors when directed. This
support shall include the following tasks:
· Provide training on system functions
· Adjust account privileges
Upload and test learning products (e.g. courses, continuous learning
modules, new types of learning assets
· Conduct testing and system
Maintain and update, as tasked, information assurance (IA) documents
(e.g. system, architecture,
technical, and operational view diagrams).
· Develop, and/or update test
plans, use cases and test scripts (as required)
Conduct unit, sub-system functional, and/or full system, end-to-end,
interface, user acceptance, and regression testing
· Analyze, triage, and track defects
· Design and develop, or
update, training materials (e.g. manuals, micro videos, frequently asked
questions, and Knowledge based articles for ESS) on an as needed basis.
reporting, the contractor shall provide the following support:
1. Support report requests and
changes to existing reports and dashboard
Ensure Quality Control metrics are monitored monthly and submitted as
part of the MSR.
To accomplish the
operations support tasks described in this section, the contractor must provide
resources specific to Help Desk operations, Composica (DART) Specific Support,
and Special needs within the entire LMS operations realm (e.g. emerging requirements
like Mission Assistance support, Hosting courseware in LMS, expanding
operational expectations, new technology testing, etc.)
shall conduct routine data reporting on systemic and specific learning asset
issues monthly or on as needed basis.
operations and Tier II support is expected Monday – Friday, 8 a.m. -5 p.m. EST
Vysnova Partners Inc is an EEO employer - M/F/Vets/Disabled