End User Support Specialist

END-USER SUPPORT

Position Summary:

The End User Support Specialist will support the Air Force Review Boards Agency (AFRBA) Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program. This role is responsible for providing technical support and troubleshooting assistance to users of the CMTARS system and associated OpenText platforms.

The End User Support Specialist will serve as the primary point of contact for user-reported issues, assisting with incident triage, issue resolution, and system support. The position requires experience supporting OpenText products and enterprise applications in secure DoD environments, ensuring timely incident response and accurate tracking of user issues and system access.

Clearance Requirement:

• Active Secret Security Clearance issued by the U.S. Department of Defense.

• Clearance must be maintained throughout the duration of employment supporting the contract.

Work Location:

• Joint Base Andrews, MD

Primary Responsibilities:

• Serve as the primary point of contact for triaging and evaluating incoming incident reports related to the CMTARS system.
• Respond to requests for troubleshooting assistance via phone, email, or Microsoft Teams within 48 hours of request receipt.
• Provide technical support to users experiencing issues with OpenText-based applications and system functionality.
• Troubleshoot and resolve application, system access, and user interface issues.
• Escalate complex issues to appropriate technical teams including system administrators or software developers as necessary.
• Track and report all incidents using the System Change Request and Issue Log Tracker (A005).
• Maintain detailed documentation of user support activities, issue resolution steps, and system incidents.
• Verify, monitor, and maintain the list of cleared users and associated system licenses (A006) to ensure appropriate access controls.
• Assist users with system navigation, troubleshooting, and general operational guidance.
• Coordinate with project teams to identify recurring issues and recommend improvements to system functionality and user experience.
• Support testing activities and validation of system changes from an end-user perspective.
• All other duties as assigned by management.

Skills and Qualifications:

• Experience supporting OpenText enterprise content management platforms.
• Strong troubleshooting and diagnostic skills related to enterprise applications and user environments.
• Ability to triage incidents, prioritize support requests, and track issues to resolution.
• Experience using incident tracking systems, ticketing systems, or issue tracking logs.
• Strong customer service and communication skills when assisting users with technical issues.
• Ability to clearly explain technical concepts to non-technical users.
• Experience supporting applications within secure DoD or federal environments.
• Strong organizational skills with the ability to maintain accurate incident logs and user records.
• Ability to work collaboratively with system administrators, developers, and project management staff.

Required Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
• Minimum five (5) years of experience supporting OpenText products and enterprise user support environments.
• Experience providing technical troubleshooting and application support in a federal or DoD environment.
• Experience managing and tracking system incidents using issue tracking tools or support logs.
• Experience maintaining system user lists, permissions, and license tracking.

Required Certifications:

• Security+ Certification (DoD 8570.01-M compliance).
• OpenText Business Consultant Certification or demonstrated working knowledge of OpenText platforms.