Job description

Job Summary: We are seeking a Tier II Help Desk Support Specialist to provide technical troubleshooting, user testing, and quality assurance for a key defense logistics application. This role requires an individual with strong problem-solving skills, attention to detail, and an understanding of inventory management processes. The ideal candidate will work within an Integrated Product Team (IPT) to support production operations, improve testing processes, and enhance system stability. As with any position, additional expectations exist. Some of these are, but are not limited to, adhering to normal working hours, meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor, and staying focused on the assigned tasks. Responsibilities: • Provide Tier II Help Desk support to troubleshoot user-reported issues and escalate JIRA tickets to third-party vendors as needed • Assist in resolving application bugs and system inefficiencies by coordinating with development teams • Perform user testing, regression testing, and functional validation to ensure application stability • Create, update, and maintain test scripts and Functional Validation Guides (Use Cases) • Track and analyze testing status and issue resolutions to improve system functionality • Generate detailed test reports and Help Desk performance reports, including lessons learned, corrective actions, and process improvements • Provide subject matter expertise on testing plans, inventory management workflows, and Help Desk procedures • Identify process improvements that enhance efficiency, reduce errors, and streamline application workflows • Contribute to the development of Functional Validation Guides (FVGs), Test Plans, and Help Desk SOPs Basic Qualifications: • 5-10 years of experience in Tier II Help Desk support, application troubleshooting, and ticket escalation • Proficiency in user testing, regression testing, and test script development • Strong analytical and problem-solving skills to track and resolve system issues • Ability to work both independently and within a cross-functional IPT team • Excellent verbal and written communication skills • Proficiency in Microsoft Office Suite (Excel, Word, etc.) • US Citizenship • Ability to receive and maintain a DoD Secret Clearance • If applicable: If you are or have been recently employed by the U.S. government, a post-employment ethics letter will be required if employment with VSolvit is offered Preferred Qualifications: • Experience with Defense Logistics Management Standards (DLMS) and associated data exchanges • Familiarity with USMC Ammunition inventory processes and related Warehouse Management Systems (WMS) or Inventory Management Systems (IMS) • Background in supply chain or logistics operations • Understanding of process improvement methodologies to enhance system performance • Experience working in government or DoD IT environments C ompany Summary: Join the VSolvit Team! Founded in 2006, VSolvit (pronounced 'We Solve It') is a technology services provider that specializes in cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning WOSB, CA CDB, MBE, WBE, and CMMI Level 3 certified company. We offer a customizable health benefits program that best meets the needs of its employees. Offering may include: medical, dental, and vision insurance, life insurance, long and short-term disability and other insurance products, Health Savings Account, Flexible Spending Account, 401K Retirement Plan options, Tuition Reimbursement, and assorted voluntary benefits. Our goal is to grow together and enjoy the work that we do as a team. VSolvit LLC is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

Requirements

Must-haves

Provide Tier II Help Desk support to troubleshoot user-reported issues and escalate JIRA tickets to third-party vendors as needed
Assist in resolving application bugs and system inefficiencies by coordinating with development teams
Perform user testing, regression testing, and functional validation to ensure application stability
Create, update, and maintain test scripts and Functional Validation Guides (Use Cases)
Track and analyze testing status and issue resolutions to improve system functionality
Generate detailed test reports and Help Desk performance reports, including lessons learned, corrective actions, and process improvements
Provide subject matter expertise on testing plans, inventory management workflows, and Help Desk procedures
Identify process improvements that enhance efficiency, reduce errors, and streamline application workflows
Contribute to the development of Functional Validation Guides (FVGs), Test Plans, and Help Desk SOPs
5-10 years of experience in Tier II Help Desk support, application troubleshooting, and ticket escalation
Proficiency in user testing, regression testing, and test script development
Strong analytical and problem-solving skills to track and resolve system issues
Ability to work both independently and within a cross-functional IPT team
Excellent verbal and written communication skills
Proficiency in Microsoft Office Suite (Excel, Word, etc.)
US Citizenship
Ability to receive and maintain a DoD Secret Clearance
If applicable: If you are or have been recently employed by the U.S. government, a post-employment ethics letter will be required if employment with VSolvit is offered

Nice-to-haves

Experience with Defense Logistics Management Standards (DLMS) and associated data exchanges
Familiarity with USMC Ammunition inventory processes and related Warehouse Management Systems (WMS) or Inventory Management Systems (IMS)
Background in supply chain or logistics operations
Understanding of process improvement methodologies to enhance system performance
Experience working in government or DoD IT environments

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

jira

Platform: adp-workforce-now
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k