Provides assistance to all DOD Personnel with respect to the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management and performs functional analysis to identify process steps, tasks and their inter-relationships.
Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
Translates processes into visual depictions.
TAC requires support 24X7 365 days a year, the selected individual must be available to support this schedule. Weekends, overnights and Federal Holidays.
Participates in special projects as required.
Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
May maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance.
Troubleshoots determine problems for customer specific operating systems and applications.
Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
Responsible for opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction.
Requires strong communication and excellent customer service skills. Role may be considered mission critical.
Additional training will be required to support legacy systems.