Site Support Agent Journeyman (AI)

TL;DR

Site Support Agent Journeyman (Customer Support): Providing Tier 1 support for G/TIMS users at Scott AFB with an accent on AI integration and technical troubleshooting. Focus on resolving user requests, maintaining network environments, and training users on system functionality.

Location: Onsite at Scott AFB, Illinois

Company

hirify.global (DSA Inc.) provides specialized technical support and information management services for the Air Mobility Command.

What you will do

• Provide Tier 1 product support for G/TIMS users via in-person, email, and phone.
• Troubleshoot software issues and train users on current and upcoming system functionality.
• Gather and report help desk metrics to the local team and AMC customers.
• Manage the initial entry and updating of work tickets in Redmine.
• Provide subject matter expertise for G/TIMS modules and AMC application configurations.

Requirements

• Must hold and maintain an active DoD Secret Clearance.
• Experience with Microsoft Copilot or an approved equivalent AI solution is required.
• Operational experience with G/TIMS.
• Experience as Military Aircrew or in Ops within MAJCOMs (AMC, AETC, ACC) or similar services.
• Security+ CE certification.
• Knowledge of Air Force Network environments and service desk experience.

Nice to have

• SME in G/TIMS modules and AMC application configurations.
• Experience loading and configuring G/TIMS client applications (.msi or ClickOnce).
• Experience in deploying software releases, upgrades, and patches.
• Experience performing software testing of the G/TIMS system.

Culture & Benefits

• Equal Opportunity Employer committed to diversity and respect.
• Professional environment supporting critical military air mobility operations.
• Compliance with E-Verify and government security standards.