End User Support Specialist

About the position

Syms Strategic Group (SSG) is seeking a talented End User Support Specialist

Location: Joint Base Andrews, MD

Department: Department of Defense (DoD), Department of the Air Force (AF)

Type: Full Time

Min. Experience: Experienced

Security Clearance Level: Active Secret Clearance

Military Veterans are highly encouraged to apply!

Essential Duties and Responsibilities\t

Support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program

Provide technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms

Serve as the primary point of contact (POC) for user-reported issues, assisting with incident triage, issue resolution, and system support

Ensure timely incident response and accurate tracking of user issues and system access

Serve as the primary POC 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 solution 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

Coordinate 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

Responsibilities

• Support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program
• Provide technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms
• Serve as the primary point of contact (POC) for user-reported issues, assisting with incident triage, issue resolution, and system support
• Ensure timely incident response and accurate tracking of user issues and system access
• Serve as the primary POC 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 solution 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
• Coordinate 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

Requirements

• Experience supporting OpenText products and enterprise applications in secure DoD environments
• Experience supporting OpenText enterprise content management platforms
• Strong troubleshooting and diagnostic skills related to enterprise applications and user environments
• An 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
• An ability to work collaboratively with system administrators, developers, and project management staff
• Security+ Certification (DoD 8570.01-M compliance)
• OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms
• Five (5) or more years of experience supporting OpenText products and enterprise-user support environments
• Five (5) or more years of experience providing technical troubleshooting and application support in a federal or DoD environment
• Five (5) or more years of experience managing and tracking system incidents using issue-tracking tools or support logs
• Five (5) or more years of experience maintaining system user lists, permissions, and license tracking
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
• U.S. Citizenship required for this specific opportunity
• Must possess an active Secret clearance