AROWS Customer Support Representative

3 weeks ago

Andrews Air Force Base, United States Empower AI Inc. Full time

Overview:

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the companys commitment to hiring and supporting active-duty and veteran employees.

Responsibilities:

ESSENTIAL FUNCTIONS BY LEVEL:

The Air National Guard Reserve Order Writing System (AROWS) is a CAC enabled, web based information system that supports Air National Guard operations and training missions. It is used to generate active service and change of station orders; electronically certify duty performance for active service orders; generate group inactive duty drill rosters; electronically certify duty performance for group inactive duty; and electronically certify individual inactive duty performance for all Air National Guard Members located throughout the United States and its territories. Success of the AROWS Program relies on effective and efficient customer service. The AROWS Helpdesk is located at the Air National Guard Readiness Center on Joint Base Andrews, Maryland, and serves as the initial point of contact for users with policy or technical inquiries. Functional matters that cannot be resolved via Tier 1 support are referred to the Air National Guard Subject Matter Experts. Similarly, technical matters that cannot be resolved via Tier 1 support are referred to the AROWS Tier 2 Support Teams.

The following duties are required of this position:

  • Monitor the AROWS Help Desk email account for customer inquiries and provide Tier 1 response.
  • Provides technical assistance and advice on moderate to complex activities regarding AROWS Operations.
  • Coordinate with AROWS Tier 2 technical support regarding system trouble reports and ANG Subject Matter Experts in resolution of functional inquires.
  • Provide after hours and weekend support, when required.
  • Execute Ad Hoc Data Call Procedures, including development and execution of SQL Queries via the AROWS Data Analytics Module.
  • Identify, analyze, and help resolve program support deficiencies.
  • Assists in the analysis of AROWS and the definition, design and validation of new system requirements.
  • Assists in coordinating design of subsystems and integration of total system.


Qualifications:

MINIMUM REQUIREMENTS:

The ideal candidate will possess the following:

  • Bachelors Degree or equivalent related experience.
  • Excellent interpersonal and communication skills.
  • Ability to work on multiple tasks simultaneously.
  • Proficiency in MS Word, MS Excel, MS Access, and MS SharePoint.
  • Working knowledge of the Structured Query Language (SQL).
  • Must possess a Government Security Clearance or be able to pass a Public Trust (T1) Government Background Check.

EXPERIENCE REQUIRED BY LEVEL:

  • I: 0 5 Years

PREFERRED EDUCATION AND EXPERIENCE:

  • Experience related to the Air National Guard, Air Force, or Department of Defense Order Writing Activities a plus.
  • Possession of an Information Technology Service Management Certification (e.g., ITIL) a plus.
  • Previous Help Desk Experience a plus.
  • Working Knowledge of JIRA Change/Document Management Software a plus.
About Empower AI:

It is the policy of Empower AI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. Empower AI is a VEVRAA Federal Contractor.

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