Senior User Support Specialist

• Usually reports to Help Desk Supervisor/Senior User Trainer or Application Manager.
• Assists in setting up and operating end user support program for major applications in support of specific projects.
• Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.
• Develops training course outlines and agendas.
• Establishes training facilities and schedules.
• May supervise work of teams of user support staff, such as help desk staff.
• Organizes, prepares, schedules and conducts training sessions.
• Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc.
• Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.
• Prepares training approach and materials.
• Arranges for use of training facilities, for access to appropriate applications, etc.
• Performs help desk functions - answering and responding to user phone calls, installing and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.

The work will involve the following;

• Troubleshooting: Diagnose and resolve hardware and software issues, providing technical support to users within the organization.
• Install, configure, troubleshoot, and maintain customer hardware and software.
• Address problems in response to customer requirements or inquiries.
• Diagnose and resolve problems in response to a customer reported incident via trouble tickets.
• User Training: Provide training and workshops to staff members on IT-related topics, empowering them to utilize technology effectively. Recommend customer support procedures, standards, and performance metrics.
• Data Analysis: Analyze IT data and metrics to identify trends, areas of improvement, and potential risks.
• IT Security Awareness: Promote cybersecurity awareness among staff members, conducting training sessions and providing guidance on safe computing practices.
• Team-Oriented Professional: Have knowledge of the organization's mission, programs, business practices, customers, and IT infrastructure

Required Qualifications:

• At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications will generally be expected.
• At least one year experience with the specific applications being supported.
• Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
• Should be an expert user of the Government's word processing, spreadsheet, and email systems.
• Excellent oral and written communications skills required.
• Must be able to obtain and maintain MRPT facility credentials/authorization. Note: US Citizenship is required for MRPT facility credentials/authorization at this work location.

Preferred:

• Experience with the following tools/applications are helpful but also can be trained on;
• Active Directory
• Lexis/Westlaw/Pacer/Courtlink
• eDocs
• Experience with DOJ office automation environments extremely helpful.
• Undergraduate degree strongly preferred.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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