SUMMARY

Provide Tier 1 and Tier 2 support under a Tiered-Service Delivery Model (TSDM) for the Rating Career Domain Continuum (RCDC) Task Order under the Navy’s Learning Stack (LS) program. Assist users accessing RCDC systems, tools, and data platforms.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

Emphasize customer-centric service delivery, technical issue triage, release-related communication support, and contribution to knowledgebase documentation. Work closely with the Operations Manager, System Administrators, and DevSecOps staff to monitor and escalate service-related incidents, troubleshoot platform issues, and ensure users have reliable access to systems. Monitor service desk queues, log incidents, and escalate issues per SOPs. Assist with release-related communications, system status updates, and change notification tracking. Create and maintain help desk documentation, FAQs, usability guides, and training materials in SharePoint. Contribute to Monthly Status Reports (MSRs) and metrics reporting related to help desk volume and response time. Participate in knowledgebase documentation lifecycle by drafting support articles, ticket resolution templates, and service guides. Track support tickets and user issues in ticketing systems such as Jira Service Management. Assist with onboarding and account provisioning in coordination with the Information System Security Officer (ISSO). Coordinate with Cybersecurity and Engineering teams to escalate access and security issues impacting operations. Maintain continuous awareness of RPOC and PMW 240 operational requirements and SLAs. Maintain regular and punctual attendance. Perform other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

None.