CPSD Agent - AETC GTIMS

Role overview This remote position supports end users of a Graduate Training Information Management System (G/TIMS) used by Air Force Major Commands (MAJCOMS). The selected candidate will join a support team that delivers Tier 1 product assistance, troubleshooting, and training to G/TIMS users across multiple supported sites. The role requires flexibility, as weekend and nighttime hours are part of the schedule.

Responsibilities - Deliver Tier 1 product support to G/TIMS users via phone, email, and other channels, responding to requests in a timely manner. - Train end users on existing functionality and upcoming feature releases, while assisting on-site technical team members with troubleshooting and issue resolution. - Document and update work tickets in Redmine, ensuring accurate tracking of user issues. - Gather help desk metrics and produce reports that reflect service performance. - Prepare and deliver briefing content, serving as a subject matter expert for the local team, peer service desk representatives, and end users. - Support users across functional and common service applications, including scheduling functions, and advise on effective use of G/TIMS capabilities.

Requirements - Hands-on operational experience with G/TIMS. - Background as military aircrew or in operational roles within a Major Command such as AMC, AETC, or ACC, or comparable service experience (Marines, Army, Navy). - Prior service desk or customer-contact experience. - Current working knowledge of Air Force Network environments. - CompTIA Security+ CE certification (or equivalent). - Active DoD Secret clearance at hire, with the ability to maintain it. - U.S. citizenship (required for clearance eligibility).

Nice to have - Subject matter expertise in G/TIMS modules and AMC application configurations. - Experience performing software testing of the G/TIMS system. - Familiarity with approved AI productivity solutions such as Microsoft Copilot.

Benefits and work setup - Fully remote work arrangement. - Posted pay range of $60,000 to $61,000 USD annually, based on qualifications and experience. - Equal opportunity employer with a workplace free from unlawful discrimination.