End User Support Specialist

Primary Responsibilities

• Serve as the primary point of contact for triaging and evaluating incoming incident reports related to the CMTARS system.
• Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt.
• Provide technical support to users experiencing issues with OpenText-based applications and system functionality.
• Troubleshoot and resolve application, system access, and user interface issues.
• Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary.
• Track and report all incidents using the System Change Request and Issue Log Tracker (A005).
• Maintain detailed documentation of user support activities, issue resolution steps, and system incidents.
• Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls.
• Assist users with system navigation, troubleshooting, and general operational guidance.
• Cook up with project teams to identify recurring issues and recommend improvements to system functionality and user experience.
• Support testing activities and validation of system changes from an end-user perspective.

Skills and Qualifications

• Experience supporting OpenText enterprise content management platforms.
• Strong troubleshooting and diagnostic skills related to enterprise applications and user environments.
• Ability to triage incidents, prioritize support requests, and track issues to resolution.
• Experience using incident tracking systems, ticketing systems, or issue tracking logs.
• Strong customer service and communication skills when assisting users with technical issues.
• Ability to clearly explain technical concepts to non-technical users.
• Experience supporting applications within secure DoD or federal environments.
• Strong organizational skills with the ability to maintain accurate incident logs and user records.
• Ability to work collaboratively with system administrators, developers, and project management staff.

Required Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum five (5) years of experience supporting OpenText products and enterprise user support environments.
• Experience providing technical troubleshooting and application support in a federal or DoD environment.
• Experience managing and tracking system incidents using issue tracking tools or support logs.
• Experience maintaining system user lists, permissions, and license tracking.

Required Certifications

• Security+ Certification (DoD 8570.01-M compliance).
• OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms.