Job SummaryWe 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 include, 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(s), staying focused on the assigned tasks, and completing other tasks as assigned.
Responsibilities - QA Testing
- Assist with and perform weekly Smoke Tests after each Maintenance iteration, along with Hot Patch and new build releases
- Conduct research and perform Cycle Count testing and verification in test environment related to help desk matters submitted by our users
- 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 - U.S. Citizenship is required
- DoD Secret Security Clearance Required
- 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.)
- 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
