Sayres & Associates
  • San Diego, CA, USA
  • Full Time

Sayres and Associates LLC (Sayres) has been providing excellence in service to the Federal Government since 2001.

We are currently supporting operations through COVID based telework protocols and ongoing telework options may be discussed upon interview.

Position is located in San Diego.

The Application Analyst (Help Desk Support) will directly support Afloat Training Group Pacific.

Responsibilities:

  • Maintain a help desk that is a resource intended to provide Afloat Training Group (ATG) Pacific with information and support related to TORISs products and services.
  • Troubleshoot problems or provide guidance about products such as computers, electronic equipment, training or software.
  • Provide in-house help desk support designed to provide assistance to ATG trainers for informational and assistance resource that troubleshoots and documents problems within TORIS Enterprise applications.
  • Conduct remote assist sessions as required for remote troubleshooting of TORIS-Afloat installations.
  • Troubleshoot all ships remotely and provide assistance with data entry issues.
  • Perform on-site troubleshooting (San Diego based ships) approximately once per month. Develop training plans and best practices for troubleshooting assistance. Maintain trouble call tracking and closeout within the Global Distance Support Center Remedy Help Desk system.
  • Monitor and perform trend analysis to determine root cause of trouble reports for process improvement.
  • Report weekly the TORIS data flow from ship to shore via NIAPS replication and from the NIAPS servers located in the Navy Data Center to the TORIS servers via software.
  • Monitor health of replication utilizing the Fleet Status Board, NIAPS Health and Monitoring System, and other tools as required.
  • Recommend and develop additional tools that will improve the tracking of the data replication process.
  • Monitor TORIS Help Desk phone lines and distribution list to ensure prompt and relevant customer support for end-users.
  • Analyze and process return data from ships not using the NIAPS system and reporting manually.
  • Process incoming and outgoing trouble calls for TORIS Enterprise.

Qualifications:

  • Experience in functional support and development of management information systems, work breakdown structures, or work simplification techniques.
  • Shall be certified Information Assurance Technical or Management Level I in accordance with DoD 8570.1.
  • Knowledge of Naval information system projects including Fleet Support, maintenance, documentation, testing, installation, or ship upgrade of Navy shipboard systems listed.
  • Experience with Microsoft Office Suite of Program tools.
  • Experience working on integration of systems in an enterprise environment.
  • Experience working creating reporting, user documentation and procedural documents.
  • Experience with Windows technology and clearing trouble tickets.
  • Experience troubleshooting hardware, software, and network connectivity issues.
  • Experience/familiar with Remedy trouble ticketing
  • Experience with installs, system configurations, and troubleshooting of systems, laptops, servers, and network issues.
  • Security Clearance: "Secret" level clearance
  • Minimum Education and Certification Requirements: Recent experience with a DOD help desk system.

The position description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this position. The incumbents may be requested to perform position-related tasks other than those stated in this description. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, gender identity, disability or veteran status.

At Sayres, our employees enjoy an atmosphere conducive to realizing their potential through personal and professional development while simultaneously exceeding customers' expectations.

We offer a broad spectrum of technical, engineering and administrative services including acquisition, financial and program management; fleet synthetic training; logistics; ship construction engineering; systems engineering and integration; wargaming; test and evaluation; security, counterintelligence and policy analysis and have been providing excellence in service to the Federal Government since 2001.

Sayres is headquartered in Washington, DC with offices throughout the United States and has a presence abroad.

COVID Vaccination Policy: Prospective and/or new employees will be required to adhere to Sayres and Associates LLC's vaccination policy. All employees must be fully vaccinated. New employees must submit proof of vaccination on their first day of employment. Please note, customer site vaccination requirements, if stricter, will take precedence over Sayres vaccination policy. Prospective employees can submit questions regarding the COVID vaccination policy to recruiting@sac-corp.com.

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Sayres & Associates
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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national

origin, age, gender identity, disability or veteran status.

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