CPSD Agent - AETC GTIMS

DSA Inc.; United States; Remote; USD 60,000 - 61,000; Full time

Job summary

DSA Inc. is seeking a Graduate Training Information Management System (G/TIMS) CPSD Agent for a remote role. You will join the G/TIMS support team, providing Tier 1 support to users across MAJCOMs and assisting on-site teammates with troubleshooting. Weekend and nighttime hours are expected for <10% of time.

The role requires DoD Secret Clearance, Security+ CE, and experience with G/TIMS modules and AMC configurations. Excellent customer service and problem-solving skills are essential.

Qualifications

• G/TIMS operational experience.
• MAJCOM operations or similar service experience (AMC/AETC/ACC or equivalent).
• Service Desk experience with customer contact.
• Current knowledge of Air Force Network environments.
• Security+ CE certification.

Responsibilities

• Provide Tier 1 product support for G/TIMS users.
• Respond to user requests via email, phone or other methods.
• Train users on new functionality and assist on-site team with troubleshooting.
• Gather help desk metrics and reports.
• Attend briefs and provide SME input from local team and end users.
• Track and respond to user issues with functional and common service applications, scheduling functions, and provide information for effective use of G/TIMS capabilities.
• Initial entry and updating of work tickets in Redmine.

Skills

G/TIMS experience

Service Desk

Air Force network knowledge

Tools

Redmine

Job description

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

Description

DSA Inc. is seeking a qualified Graduate Training Information Management System (G/TIMS) CPSD Agent in a remote role. The selected candidate will join DSA's G/TIMS support team; the team supports G/TIMS users across all G/TIMS supported MAJCOMS. Responsibilities of this position include supporting remove G/TIMS users at all supported sites, provide subject matter expertise to the on-site technical team and assist with activities supporting G/TIMS end users. Position requires weekend and nighttime hours (estimate <10% time)

Required Qualifications

• G/TIMS operational experience
• Worked as either Military Aircrew or other Ops Experience in one of the Major Commands (MAJCOM): AMC, AETC, ACC or similar Service e.g. Marines, Army, Navy
• Service Desk experience (customer contact experience)
• Current Knowledge of Air Force Network environments
• Security + CE certification

Clearance Required

• Must hold at hire and maintain an active DoD Secret Clearance

Desired Qualifications

• Subject Matter Expertise in G/TIMS modules and AMC application configurations
• Experience performing software testing of the G/TIMS system

Key Responsibilities

• Provide Tier 1 product support for G/TIMS users
• Provide timely response to resolve user requests via email, phone or other methods
• Train users in current or upcoming new functionality, and assist on-site team members with activities that resolve user issues (i.e. troubleshooting software)
• Gather help desk metrics and reports
• Attend/provide briefing content and respond to requests for subject matter expertise from local team, other service desk representatives and end users
• Track and respond to user issues with both functional and common service applications, scheduling functions, and provide information for the effective use of G/TIMS capabilities
• Responsible for initial entry and updating of work tickets (in Redmine)

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Salary

The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate's qualifications, experience, skills, and other job-related factors.

DSA - Salary Pay Range

$60,000 - $61,000 USD

Many of DSA's positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information. DSA is proud to be an Equal Opportunity Employer. DSA is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. DSA requires background checks , where permitted , by law. DSA is an E-Verify Employer.