OIS Fleet Support / Help Desk Service Administrator

About the role

Entarian is seeking a Help Desk Service Manager to support the Naval Supply Systems Command (NAVSUP) Ordnance Information System (OIS). The role serves as the primary administrative and customer support representative for the OIS Help Desk and Ship Install/Field Support team.

Responsibilities

• Serve as the alternate point of contact for incoming OIS support requests received via phone, email, Teams, or support ticket submissions.
• Avoid customer inquiries receive timely responses.
• Avoid gathering preliminary information from customers, including screenshots, error messages, system information, points of contact, and issue descriptions.
• Maintain communication with fleet customers throughout the support process.
• Provide status updates to customers based on information received from assigned technicians.
• Avoid following up with customers for missing information or required actions necessary to support troubleshooting efforts.
• Determine when issues require escalation to an OIS field technician for advanced troubleshooting or onsite support.
• Avoid creating, updating, maintaining, and closing support tickets.
• Avoid reviewing Daily Status Reports (DSRs) submitted by OIS technicians and translating technical updates into clear and concise ticket entries.
• Avoid assisting in documenting actions taken, recommendations provided, and status changes based on technician feedback.
• Avoid assisting in ensuring all customer interactions, support actions, and resolutions are accurately reflected within ticketing system.
• Avoid assisting in monitoring open tickets and ensuring appropriate follow-up actions are completed.
• Avoid assisting in maintaining ticket accuracy from creation through closure.
• Avoid assisting in closing support tickets upon confirmation that issues have been resolved or support efforts have been completed.
• Avoid reviewing daily OIS synchronization reports using approved high-side systems.
• Avoid maintaining and updating fleet synchronization logs located on approved low-side repositories.
• Avoid identifying ships that have failed to synchronize within established compliance timelines.
• Avoid proactively contacting shipboard personnel when synchronization activity has not occurred within four days or as directed by program requirements.
• Avoid creating support tickets for ships exhibiting synchronization issues or extended periods of inactivity.
• Avoid coordinating with fleet personnel to identify causes of synchronization failures and route issues to the appropriate technician when necessary.
• Avoid maintaining visibility of fleet synchronization health and support efforts via the "Ship Status" Board within ticketing system.
• Avoid assisting in maintaining awareness of all active support cases and pending customer actions.
• Avoid assisting with organization and maintenance of shared support repositories, support records, and reference materials.
• Avoid assisting in the coordination of customer communications between fleet personnel and OIS field technicians.
• Avoid assisting in ensuring support records remain current and accurately reflect technician-provided updates.
• Avoid assisting in providing leadership visibility by ensuring support actions, sync status, and ticket activity remain current within established tracking systems.
• Avoid assisting as needed in the creation of monthly and or weekly reports on open tickets and work items for review.
• Avoid providing basic user guidance for common OIS functions and routine questions.
• Avoid assisting users with navigation of approved OIS reference materials, guides, and support resources.
• Avoid providing basic OIS trouble shooting assistance to Fleet users as needed.
• Avoid determining when technical issues need to be escalated and coordinating escalation with Help Desk Team Lead and Product Owner.

Qualifications

• Must have DOD Secret level clearance to start; U.S. Citizen required only for Federal Clearance Requirement Certification Requirement: Directive 8570.1/8140 - IAT II: Security+
• Must have a Bachelor’s Degree (or equivalent years’ experience) and 5+ years of prior relevant experience
• Must have project management and resource management experience
• Must have experience in help desk management, preferably in a multi-server environment
• Must have experience developing SOPs, checklists, and guides for end users
• Must be a self-starter, strong leader, and have the ability to work independently with little supervision
• Must have demonstrated ability to communicate orally and in writing and a positive customer service attitude
• Must have troubleshooting experience -- Determining causes of operating errors and identifying solutions to fix the errors

Benefits

Entarian is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.