CGSS Help Desk Support Specialist, CAC

Yorktown Systems Group, Inc. is an Equal Opportunity Employer. No employee or applicant for employment is denied equal opportunity because of race, color, sex, national origin, religion, age, disability, marital status, pregnancy, sexual orientation, gender identity, genetic information, any other non-merit-based factor, or other characteristics protected by law. As part of the company's equal employment opportunity policy, Yorktown Systems Group, Inc. will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

Yorktown Systems Group, Inc. is a committed team of dedicated former military and civilian professionals who believe in providing ethical and quality services to Government customers. Our leadership team is composed primarily of Veterans who are now serving in a corporate environment rather than in uniform. Our customer's missions become our own and we are committed to working as a team to achieve success.

Because of the depth and experiences of our corporate leadership, we can assure all our customers that "we will do what we say we can do" and will focus on our customer's missions rather than corporate goals. Our business model is based on a personal commitment from our leaders to maintain contact with our customers to continually and consistently gauge our performance.

Yorktown Systems Group was founded on the idea that providing quality and ethical services with a laser focus on our customer's goals is an effective long-term business model. Our mission, therefore, is to help our customers meet their requirements and goals.

The contractor will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. This provision shall not apply to instances in which an employee who has access to the compensation information of other employees or applicants as a part of such employee's essential job functions discloses the compensation of such other employees or applicants to individuals who do not otherwise have access to such information, unless such disclosure is in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or is consistent with the contractor's legal duty to furnish information.

Summary:

Yorktown Systems Group, Inc. (YSG) is seeking a qualified Help Desk Support Specialist to provide support to the US Army Command & General Staff School (CGSS). CGSS educates and trains intermediate level Army Officers, International Officers, Sister Service Officers and Interagency leaders prepared to operate in unified land operations within joint, interagency, and multinational environments as field grade commanders and staff officers.

CGSS has the responsibility for development and execution of a non-resident web-based Intermediate Level Education (ILE) Distributed Learning (DL) course for officers (students) in lieu of attending the resident course, a Satellite Campus, or the Total Army School System (TASS) delivery of the ILE Command and Staff Officers Course (CGSOC). In accordance with (IAW) Chairman of the Joint Chiefs of Staff Instruction (CJCSI) 1800.1C, all non-resident versions on the ILE CGSOC must derive from and closely parallel Fort Leavenworth's resident program.

The ILE CGSOC is comprised of two programs of instruction/courses: The Common Core (CC) and the Advanced Operations Course (AOC). Both active and reserve component officers are required to complete CGSOC.

Specific duties may include, but are not limited to:

• Provide DDE Student Services Help Desk support; answer system and user issue questions of students, faculty, and staff.
• Provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Handles problems that the first-tier of help desk support is unable to resolve.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Provide marginal grade support for TASS, DL, Hybrid, and AOC DL (Distributed Learning) programs; monitors, tracks, and prepares administrative correspondence and notifications.
• Provide administrative and analytical support to the Student Operations Division through monitoring and tracking student progress, graduation rates, trends, and policy compliance of DL, TASS, AOC, and Hybrid Students.
• Provide curriculum tailoring support for ADL (Army Distributed Learning), TASS (The Army School System, and AOC (Advanced Operations Course) with a student population of approximately 8,200 students.
• Provide DDE with assessment and analytical support through Educational Assessment Corporation (EAC) Visual Data tools.
• Coordinates TASS Train-The-Trainer faculty development, and TASS Coordination Meeting events.

Required Qualifications:

• Five (5) years of help desk experience tracking/resolving trouble tickets.
• Five (5) years of Blackboard LMS experience.
• Five (5) years of College Information Systems experience.

Desired Qualifications:

• Qualified MEL 4 / JPME 1 desired
• Possess the background and knowledge of Joint and Army doctrine to enable interaction with the school’s lesson authors and instructors

Clearance: Must be able to pass a background investigation.

Location:   Ft. Leavenworth, KS

Travel: Some travel may be required but not expected.