Help Desk Support Specialist

Location: Oklahoma City, OK – on-site (no remote work).

About the role

The position serves as the primary functional resource for diagnosing, researching, and resolving system issues related to the CASTLE Time and Attendance (T&A) software application. This role supports the FAA's Enterprise Services Center, Administrative Systems Section, at the DOT/FAA Mike Monroney Aeronautical Center. The position provides functional help desk support for the Agency's Time Collection System, ensuring timely resolution of complex functional issues escalated from the Tier 1 Service Desk. Customers include the Aeronautical Center, the Federal Aviation Administration, the Department of Transportation, and various other governmental agencies.

Responsibilities

• Provide functional help desk support for issues escalated from the Tier 1 Service Desk, ensuring timely resolution of complex functional issues.
• Troubleshoot help desk tickets, working independently and/or under general direction, using system documentation standards and electronic communication through the system change request process.
• Analyze, troubleshoot, and resolve complex functional issues related to:
  • Time and attendance
  • Leave administration
  • Premium pay
  • Labor distribution
  • Telework
  • Work schedules
• Continuously assess and evaluate systems to identify weaknesses and vulnerabilities and provide recommended corrective actions to the COR.
• Provide CASTLE functional support, including planning, requirement analysis, report design, development, modification, and maintenance of reports.
• Perform software development and support based on requirements as needed.
• Perform testing, coordinate user acceptance testing, and perform functionality validation testing against agency policies, federal regulations, and business requirements.
• Work closely with technical and functional team members to assist users by providing CASTLE support.
• Maintain documentation of issue resolution, lessons learned, and knowledge transfer materials to ensure continuity of operations.
• Participate in and conduct structured project reviews (walkthroughs) and team meetings.
• Provide management with status of projects, problems, or other outstanding project-related issues.
• Perform in accordance with established standards and/or procedures as defined by the FAA, including ISO requirements.
• Analyze problem areas and postulate feasible solutions for large-scale, complex systems.
• All programs, input, output, and documentation associated with this task are the sole property of the government.

Requirements

• Bachelor’s degree or associate degree in computer science, Information Systems, or a related discipline. Four years of experience may replace a completed degree.
• Three years of progressive experience in a respective functional area (e.g., accounting, human resources, logistics, etc.).
• Detailed knowledge of organizational practices, procedures, policies, and methodologies pertaining to the management and administration of automated Government systems.
• Demonstrated experience in Governmental procedures and policies.
• Proven ability to work independently or under general direction only.
• Demonstrated good communication skills, both written and verbal.
• Must successfully pass a National Agency Check (NAC) to obtain and maintain a Public Trust Clearance prior to start date (organization will assist with the clearance process).