Senior Technical Support Specialist

Nakupuna Companies•Suffolk, WA

8d•Hybrid

About The Position

Nakupuna Prime is looking for a Senior Technical Support Specialist to provide Tier I Help Desk support, technical troubleshooting, user management assistance, training support, and system sustainment support for the Joint Staff DAI Operating Unit. This position supports end users utilizing the Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) system and assists with resolving financial system issues, user account management, reporting discrepancies, and operational support requirements.

Requirements

Strong customer service and technical troubleshooting skills.
Knowledge of ERP systems, financial management operations, and DAI functionality.
Experience with ticket management systems and help desk operations.
Ability to research and resolve system and transactional issues.
Knowledge of user account management and access control procedures.
Strong communication, documentation, and organizational skills.
Experience developing training materials and providing user training.
Proficiency with Microsoft Office Suite, SharePoint, and collaboration tools.
Ability to manage multiple priorities in a fast-paced environment.
Ability to work independently with minimal Government oversight.
Minimum of three (3) years of professional experience supporting ERP systems, financial management systems, or federal help desk operations.
Active Secret Security Clearance.

Nice To Haves

Experience supporting DAI or Oracle Federal Financials preferred.
Experience performing financial system research, reconciliation support, and customer support activities preferred.
Bachelor’s degree from an accredited college or university preferred.
ITIL certification preferred.

Responsibilities

Provide Tier I Help Desk support for DAI users during established business hours.
Receive, track, document, prioritize, and resolve customer incidents using the contractor-provided ticketing system.
Perform technical troubleshooting and diagnostics for DAI user issues.
Escalate unresolved issues to the DAI PMO Tier II Help Desk support or liaison with the Joint Service Provider (JSP) as needed.
Provide timely responses to users and maintain accurate records of support activities.
Support DAI user account management activities including SAAR processing, DD2875 reviews, and account provisioning support.
Assist with bi-weekly user account reviews and deactivation activities.
Support Governance, Risk, and Compliance (GRC) reporting and annual user access reviews.
Monitor Agency Health Check dashboards, IGT reports, Fiscal Year End dashboards, and reconciliation reports.
Monitor DAI and Enterprise Performance Management (EPM) data for discrepancies and report findings to Government personnel.
Assist with transactional reconciliation activities and issue resolution.
Support development and maintenance of DAI training materials, quick reference guides, desk guides, and work instructions.
Provide desk-side, virtual, or classroom training to end users when requested.
Maintain and update SharePoint content, training repositories, and user reference materials.
Track help desk ticket trends and identify opportunities for training or process improvements.
Support System Integration Testing (SIT) and User Acceptance Testing (UAT) activities.
Assist with process improvement initiatives and implementation of operational enhancements.
Coordinate with stakeholders to ensure continuity of DAI operational support.
Prepare monthly help desk activity reports and operational status updates.
Develop and deliver instructor led training to end users at a client site location or virtually, as requested.