Summary:

Yorktown Systems Group, Inc. (YSG) is seeking a qualified Help Desk Support Specialist to provide support to the US Army Command & General Staff School (CGSS). CGSS educates and trains intermediate level Army Officers, International Officers, Sister Service Officers and Interagency leaders prepared to operate in unified land operations within joint, interagency, and multinational environments as field grade commanders and staff officers.

CGSS has the responsibility for development and execution of a non-resident web-based Intermediate Level Education (ILE) Distributed Learning (DL) course for officers (students) in lieu of attending the resident course, a Satellite Campus, or the Total Army School System (TASS) delivery of the ILE Command and Staff Officers Course (CGSOC). In accordance with (IAW) Chairman of the Joint Chiefs of Staff Instruction (CJCSI) 1800.1C, all non-resident versions on the ILE CGSOC must derive from and closely parallel Fort Leavenworth's resident program.

The ILE CGSOC is comprised of two programs of instruction/courses: The Common Core (CC) and the Advanced Operations Course (AOC). Both active and reserve component officers are required to complete CGSOC.

Specific duties may include, but are not limited to:

• Provide DDE Student Services Help Desk support; answer system and user issue questions of students, faculty, and staff.
• Provides second-tier support to end-users for PC, server, mainframe applications, and hardware.
• Handles problems that the first-tier of help desk support is unable to resolve.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Provide marginal grade support for TASS, DL, Hybrid, and AOC DL (Distributed Learning) programs; monitors, tracks, and prepares administrative correspondence and notifications.
• Provide administrative and analytical support to the Student Operations Division through monitoring and tracking student progress, graduation rates, trends, and policy compliance of DL, TASS, AOC, and Hybrid Students.
• Provide curriculum tailoring support for ADL (Army Distributed Learning), TASS (The Army School System, and AOC (Advanced Operations Course) with a student population of approximately 8,200 students.
• Provide DDE with assessment and analytical support through Educational Assessment Corporation (EAC) Visual Data tools.
• Coordinates TASS Train-The-Trainer faculty development, and TASS Coordination Meeting events.

Required Qualifications:

• Five (5) years of help desk experience tracking/resolving trouble tickets.
• Five (5) years of Blackboard LMS experience.
• Five (5) years of College Information Systems experience.

Desired Qualifications:

• Qualified MEL 4 / JPME 1 desired
• Possess the background and knowledge of Joint and Army doctrine to enable interaction with the school’s lesson authors and instructors

Clearance: Must be able to pass a background investigation.

Location: Ft. Leavenworth, KS

Travel: Some travel may be required but not expected.