Operational Support Team Member/Assessment Analyst

Provide specialized operational support to Personnel Recovery Mission Software (PRMS) users, including technical expertise and assistance on questions/issues supporting real-world contingencies related to the PRMS fielded system.
Provide support to users in both live and on-call support environments.
Respond to production system issue procedures.
Provide remote support to users for systems and application software problems.
Receive calls/emails from users, diagnose problems and recommend and/or implement solutions.
Utilize, update and maintain data in Footprints, the service desk software solutions database, to include knowledge base entries and statistical reports.
Open, track and close trouble tickets to ensure problem resolution and promote end-user satisfaction.
Support the steps necessary to resolve a trouble ticket within the defined response time based upon assigned ticket priority (critical-low).

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