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Prism Helpdesk Support Services

3 months ago

Fort Worth, United States Aalis Management Consulting Full time
Job DescriptionJob DescriptionAalis Management Consulting is an 8(a) certified, Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB) driven by the same principles that guide our armed forces. Founded by a US Army veteran, we take pride in our core values: excellence in reputation, commitment, candor, teamwork, and dependability.

Title: Prism Helpdesk Support Services
Client: Federal Agency 
Location:  Washington, DC
Place of Performance: Remote
Clearance: Ability to obtain a Public Trust
Hours: Monday – Friday from 8:30 a.m. until 5:30 p.m. ET

Job Description:

The objective of this position is to provide a Helpdesk Support Specialist to augment the PRISM helpdesk staff and perform the tasks outlined.
 
  • The Helpdesk Support Specialist performs, under direction, both administrative and technical duties.
  • The primary focus will be providing helpdesk support services for maintaining ESC PRISM.
  • Support the comprehensive management and administration of web-based ESC PRISM contract and grant writing systems utilized by over 800 agency personnel
  • Provide advice to management, procurement personnel, and all customers using ESC PRISM
  • Maintain the PRISM Helpdesk for users to submit requests through e-mail and voicemail for ESC PRISM assistance.
  • Monitor the PRISM Helpdesk inbox within Microsoft Outlook.
  • Respond to all Helpdesk requests within one business day of receipt. If an issue cannot be solved immediately, provide updates to the requestor daily indicating the status of the incident.
  • Troubleshoot problems, make recommendations, and report anomalies in system operations and system-related problems to system analysts and programmers the same business day as problem identification
  • Maintain a database to track, quantify, and categorize PRISM Helpdesk requests
  • Participate in all ESC PRISM monthly Departmental meetings to discuss the implementation of the changes or updates to the ESC PRISM system; and - Provide status updates weekly via email (or other directed frequency) to the Contracting Officer’s Representative (COR) and other PRISM Helpdesk staff.

Requirements:
 
  • A four-year bachelor’s degree is encouraged, but not required.
  • Must have five years of procurement systems support services experience
  • Should have intermediate knowledge of ESC PRISM or other federal procurement contract writing system
  • Additional experience in collecting and maintaining work activity data and documentation such as user guides, training materials, and other performance data reports, and experience in analyzing collected data and responding to routine and non-routine inquiries is desired.
  • Provide training to ESC PRISM users on any system changes resulting from updates to the ESC PRISM system
  • Provide support necessary for FHWA to use the ESC PRISM system effectively including, but not limited to developing procedures, conducting training, communicating installations, system upgrades, and manuals, participating in testing, evaluation, and analysis
  • Perform data collection and analysis utilizing ad-hoc and previously developed ESC PRISM reports
  • Assist in the maintenance of the ESC PRISM system, including determining any system requirements, design, modification, procedural changes, and analysis.
  • Good knowledge of the Federal Procurement practices and policies.

Keywords: #Prism, #Helpdesk, #Support
 

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