ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™
ASRC Federal Data Network Technologies LLC, a subsidiary of ASRC Federal, is seeking a Technical Support Specialist to support our Prime NOAA program based in Silver Spring, MD. This is a remote position.
The Financial Management Data System (FMDS) is a budget planning and execution analysis tool that uses its comprehensive data repository, analytics platform, and visualization capabilities to provide key organizational data to every level of NOAA financial management personnel. The system fuses data input directly by the NOAA budget community, with data from a variety of disparate organizational data sources into one filterable and manageable data set, and presents the information through custom visualizations that quickly and effectively allow the user to extrapolate the relevant metrics without assistance from others. FMDS provides situational awareness of financial Key Performance Indicators against planned and predictive costing behavior to allow key stakeholders to make proactive re-obligation of funds if needed.
Responsibilities:
Technical Support & Incident Management
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- Respond to requests for technical assistance via phone, email or via the web queue, including Google chat messaging and provide first-line IT incident and problem management support for end users, troubleshooting FMDS.
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- Manage, track, and resolve support tickets using the ServiceNow ticketing system, escalating unresolved issues as necessary.
- Ability to triage and open service desk tickets in ServiceNow and ensure proper information is collected from user and recorded.
- Support FMDS new features, upgrades, etc.
- Create and update technical documentation, troubleshooting and How To guides, and training materials as needed.
- Collaboration and Communication
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- Assist end users in learning FMDS, new features and functionality by providing hands-on training and support, including new features, tools, and other system updates.
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- Assist in developing and maintain end-user documentation, including quick reference guides, FAQs, and detailed user manuals.
- Create and update “how-to” guides and pre-recorded training videos to simplify recurring support topics.
- Collaborate with documentation manager, product support, development, and data teams as needed to help with documentation.
- Deliver one-on-one or group training sessions to enhance user proficiency and reduce recurring helpdesk incidents. This is not a requirement and not something we expect now. Our team can train the individual.
Gather feedback from users and helpdesk metrics to identify training gaps and improve documentation quality.
Qualifications:
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- Strong technical troubleshooting skills with experience in IT support environments.
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- Understanding of project management and familiarity with business analysis methodologies.
- Excellent communication skills, with the ability to work collaboratively across different teams and clientele.
- Demonstrated ability to recognize and manage risks, monitor progress, and discuss and realign strategic objectives as needed.
- Experience in gathering and analyzing requirements and documenting business processes using industry best practices.
- BS/BA + 8 years of demonstrated experience
- General understanding or background in finance and financial concepts is desirable but not required
- Familiarity with budgets, forecasting, obligations, funding, costs, invoicing, etc.
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.
EEO Statement
ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
