• Help Desk Technician / Trainer

    Job Locations US-IL-Scott AFB
    Posted Date 1 week ago(6/14/2018 5:44 PM)
    Job ID
    # of Openings
  • Overview

    VETS, Inc., is hiring a Help Desk Analyst with Training experience for our contract at Scott AFB.




    Help Desk Support

    • Available during a core period between 0700 and 1730 hours Central Time, Monday-Friday to provide GATES customer support Maintaining familiarity with the function and operation of the GATES water port functionality , to include peripheral devices,
    • Respond to GATES trouble tickets generated from Service Now which are assigned to the G35. Participate as part of the Tier 2 Functional Help desk supporting 24/7 by 365support. On call outside of the normal core business hours.
    • Responsible for all service tickets up to and including Tier III level.
    • Respond within 24 hours of receipt of a call unless the service ticket is generated over the weekend or holiday, then it shall be responded to within 24 hours of next business day.
    • Record all Service Tickets in Service Now.





    Training Support

    • This task requirement includes site visits to shipper locations (worldwide), FT Lee, VA., Transportation School, active duty and reserve units for training assistance, in person or virtual training for GATES users worldwide, G3 systems functional manager with system customer testing and acceptance of releases and briefing of GATES-Surface/Water and related transportation information.
    • Provide the GATES user community with training/virtual training.
    • Provide Virtual training in the form of the Continuous Learning Environment (CLE) via Defense Collaboration Services (DCS), Teleconference or Virtual Teleconference (VTC).
    • When necessary, provide to support training, via travel CONUS/OCONUS.
    • Create training agenda and all training materials to include documentation.
    • Provide an After-Action Report (AAR) electronically which details assistance provided during the training, participants, and points of contact, purpose of training, summary of events.
    • Provide functional (surface) support to the Transportation School located at Fort Lee, Virginia.
    • Assist the Army Transportation School with updating Transportation School Program of Instruction (POI) for GATES.
    • Provide the T-School with GATES training and with GATES Service Now tickets response within 1 hour of documented Service Ticket.
    • Candidate must provide on-site training support for a maximum of up to two weeks at each location to assist with fielding new units, system fielding for Rapid Port Opening Elements (RPOEs), Automated Cargo Documentation Detachment (ACDD), Terminal Supervision Team (TST) and Port Management Team (PMT) technical upgrades (hardware/software).
    • Candidate must provide solutions to GATES issues.
    • The training includes instructing newly assigned personnel; refresh current users, on new aspects of Remote Gates (R-GATES) and Deployed-Gates (D-GATES).   Specific to D-GATES, the training is tailored to how to setup a D-GATES for deployment, transferring files, configuration of peripheral setup of the HHT and printers and taking D-GATES on and off line as required.
    • The candidate must be familiar with Microsoft office suite for preparing and updating Training Manuals.


    Required Skills:


    Training experience:  2-5 Years

    GATES, D-GATES experience:  1 - 3 years

    help Desk support:  1-3 Years

    MS Office:  1-5 years

    MS Windows:  1-5 years

    Defense Transportation Service:  2-5 years


    Desired skills: 

    Unix System Administration:  1-3 years

    Technical wrirting:  1-3 years

    Testing:  1-3 years


    US Citizenship required

    Secret clearance required

    30-35% travel

    EEO Statement

    All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. VEVRAA Federal Contractor.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed