Help Desk Support Service Specialist – Intermediate

Description:                

  • Manages daily tasks associated with monitoring and answering any questions/trouble calls from users of LLC website, Blackboard Learn™ online courses, or organizational sites, and other student inquiries.
  • Monitors forums and ensures all questions routed to topical SMEs.

Fort Leavenworth Employee:

  • Administer the Learning Management System (Blackboard Learn™) in a cloud computing hosted environment in support of all schools associated with CGSC and Army U.
  • Manage and administrate Blackboard Learn™ Web- Based Application and provide advice on best use in support of curriculum management and academic execution.
  • Must be capable of administrating Blackboard Learn™ and associated Blackboard application as future versions are released.
  • Must have at least 3 years’ expertise with Blackboard Learn™ application, SQL database administration, and data import/export using SQL.
  • Support includes, but not limited to, establishing course and domain level administration accounts, creating courses in Blackboard Learn™, managing content collection in Blackboard Learn™, configuring application settings to optimize performance, batch enrolling users into courses, gathering data in response to ad hoc queries, and configuring and maintaining add-on building blocks in Blackboard Learn™.
  • Execute user requests within 3 business days or provide plan of action for completion of tasks requiring more than 72 hours of response time.
  • Provide support desk services for resident, satellite campuses, TASS Battalions, and non-resident courses.
  • Respond to trouble calls, evaluate and analyze compatibility with supported computer configurations, and provide and implement solutions to reported and discerned problems.
  • Update work-order log with issues upon receipt of trouble call via email, phone, or in person.
  • Resolve issue within timely manner or refer to appropriate technician.
  • Report all issues unresolved within 1 business day to COR.
  • Provide weekly reports on total number of issues and monthly reports on total number of issues and types of issues logged, on-hold, and resolved.

Fort Bliss Employee:

  • Provide Tier I direct e-mail, web, or telephone support.
  • Initiate incident reports, answer common content, training information, or known technical questions, and work with customer to determine solutions.
  • Identify and route unresolved incidents to appropriate Tier II Agent.
  • Provide Tier II functional support to address problems that can be corrected through application configuration.
  • Reviews and validates incidents to analyze what has already been accomplished by Tier I.
  • Must possess in-depth knowledge of specific learning content, training information, or technical areas and skills to resolve emergent problems within area of responsibility.
  • Use information collected by Tier I agents to efficiently resolve incidents.
  • Recommend updates for Tier II FAQs, and reassign unresolved issues to Tier III Agent.
  • Provide Tier II functional help desk support to users via phone, email and trouble ticket system.
  • Provide Tier III support to resolve complex problems that may require changes in policy, technical information, or any similar issue requiring extended period to resolve.
  • Review incident reports not resolved by, or forwarded from Tier II agents; provide input for changes in doctrine or policy; and request funding to resolve issue or make changes to technical information/software redesign.
  • Simulate or recreate user problems associated with browser and platform settings to resolve operating difficulties and recommend systems modifications to reduce user problems.
  • Document best practices and recommend procedural modifications to reduce user problems and improve application effectiveness and gain efficiencies.
  • Work with Government personnel at NCOLCoE to provide contractor project estimates, scope analysis, customer interactions, technical reviews and analysis, and making technical recommendations and presentations to the Government as required in support of education products.
  • Document and work to resolve all complex problems, reporting progress on problem resolution to COR.
  • Define objectives; develop detailed work plans, schedules, and status reports; conduct project meetings with Government personnel and be responsible for project tracking and analysis.
  • Coordinate engineering solutions through collaborative dialogue with technical personnel between entities to determine best solutions from other contractors/service providers.
  • Perform complex workflow analysis and make recommendations for quality improvements.
  • Manage training/courses on Blackboard.mil and Blackboard.com.
  • Provide Domain administration within LLC and Blackboard environments for NCOPDS courses.
  • Support NCOPDS training/learning on NCOLCoE-developed DL products.
  • Be Domain administrator for web-based courses through Blackboard.mil, Blackboard.com, and LLC.
  • Work with NCOLCoE to host DLC classes/courses on enterprise Blackboard.mil and Blackboard.com to include, creating classes/courses, modifying classes/courses, and assisting in populating class with course content.
  • Submit work products to NCOLCoE DOT for approval.
  • Support publishing classes/courses, updating existing classes/courses, and assisting in populating a class with course content IAW Government-provided class schedules in ATRRS.
  • Work with Interactive Multimedia Instruction (IMI)/Distributed Learning Support (DLS) team to upload and test courseware on Blackboard.mil, Blackboard.com, and LMS.
  • Work with Course Developers on content related items such as exam questions or outdated reference material.
  • Provide reports to COR/Course Director as needed.
  • Provide services that support NCOPDS training/learning on NCOLCoE-developed DL products.
  • Facilitate implementation of NCOPDS courses by providing Tier II and III functional help desk support for 200,000 users. Assist DLC, BLC, MLC, and BSNCOC students with accessibility, navigation, and exam issues usually experienced by new Blackboard users.
  • Provide DLC, BLC, MLC, and BSNCOC student’s course assistance by phone or by email to assist students during the completion of DLC, BLC, MLC and BSNCOC courses and submitting trouble tickets to content owner as required.
  • Coordinate help desk issues with Blackboard and LLC help desks. Provide Tier I and II functional help desk support to Soldiers attending DLC, BLC, MLC and BSNCOC.
  • Use trouble ticket logs to track progress and status of user-submitted issues.
  • Support NCOLCoE to build/update DLC, BLC, MLC, and BSNCOC courses/classes/exams using existing learning objects, as directed by NCOLCoE.
  • Assist NCOLCoE course managers with management of class/course content.
Job Category: Help Desk
Job Type: Full Time
Job Location: Fort Bliss-TX(2) Fort Leavenworth-KS
Clearance Level: Secret/Tier 3 (IT Level II)
Education-Certifications: BA/BS Degree (AA Degree accepted with additional experience) IAT Level II
Years of Experience: 5+ years (7 years with AA Degree)

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