Tier II - Help Desk Support Specialist

Vysnova Partners Inc This is a remote role

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.

The contractor 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. 

The contractor 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.

The contractor 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.

The contractor 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 required.

The contractor 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 and roles

·       Upload and test learning products (e.g. courses, continuous learning modules, new types of learning assets as identified)

·       Conduct testing and system upgrade support

·       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.

For operations reporting, the contractor shall provide the following support:

1.       Support report requests and changes to existing reports and dashboard

2.       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.)

The contractor shall conduct routine data reporting on systemic and specific learning asset issues monthly or on as needed basis.

Support for operations and Tier II support is expected Monday – Friday, 8 a.m. -5 p.m. EST onsite.

Vysnova Partners Inc is an EEO employer - M/F/Vets/Disabled
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