Customer Service Technician/Trainer

Igniters operate in the world's most demanding environment. Igniters are self-motivated, mission-driven, and relentless in solving the Warfighters' hardest problems. We move fast, think differently, and execute with precision to tackle high-stakes challenges across AI/ML, space and missile defense intelligence, EMSO, advanced analytics, and programmatic domains. As an employee-owned SDVOSB headquartered in Huntsville, AL, our team delivers mission-critical impact for the Army, Air Force, Space Force, MDA, NASA, DIA, and FBI.

Ignite exists to outpace the threat and deliver results that matter in the moments that count.

Ignite is currently seeking a driven, detail-oriented Customer Service Technician/Trainer to join our team supporting the Cargo and Personnel Movements Systems contract team at Gunter Annex, Montgomery, AL. This position is expected to be on-site if in the local Montgomery tri-county area, or remote if outside that area.

Job Requirements

Provides technical, training, and administrative subject matter expertise regarding unique system requirements for the Cargo Movement Operations System (CMOS) along with secondary support for the other supported systems (will be provided on-the-job training). Provide Level 2 helpdesk support as required to assist end users of CMOS. The person in this position will report to the contract lead and regularly interface with the customer as well as other team members to resolve software development issues. Provide online and/or onsite CMOS training to external users as requested by the customer.

Help Desk Responsibilities include:

• Coordinates with the customer to implement and train new CMOS users and sites.
• Works with upper managers/HQ to ensure implementation goes smoothly and timely.
• Works with a team of trainers to schedule the trips for implementation and refresher training.
• Ensures all travel requests are properly funded, and trips are approved through the Government.
• Provide Customer Support to end-users of the CMOS Program. Skills may be an integral part of the design, development, testing, training, and implementation of (CMOS).
• Defines training concepts and procedures to meet DoD logistics training requirements for worldwide cargo movement supporting the Air Force, Army, and Marine Corps users.
• Provides customer service help desk support and provides solutions to system users.
• Subject Matter Expert in Air Force, Army, and Marine Corp Transportation regulations including AR 551-1, AR 713, AR 735-5, DTR 4500.9-R Parts I-III.
• Subject Matter Expert in Air Force, Army, and Marine Corp Systems including CMOS (Cargo Movement Operations System) GFM (Global Freight Management) GATES Global Air Transportation Execution System).
• Proficient or knowledgeable in writing SQL code queries.
• Skilled in analyzing and interpreting technical transportation requirements to perform a variety of associated assignments using said skills.
• Other duties as requested by the contract program manager.

Job Requirements

Job Requirements and Qualifications:

• A minimum of 4+ years of AF Cargo Movements Operations System (CMOS) experience.
• A minimum of 4+ years of cargo transportation experience.
• May need to travel, when directed, to train at customer sites.

Skills:

• Excellent technical/analytical skills.
• Excellent written and verbal communication skills.
• Excellent customer service level skills.
• Writing SQL queries desired.
• Must be able to work independently with to respond to and resolve all end-user issues.

Security Clearance Requirements:

Must have an active Secret security clearance or the ability to obtain one.

Education Requirements:

Bachelor's degree and/or equivalent experience in the use of CMOS and in the cargo transportation field

Other Requirements:

Must be a US citizen and be able to obtain and hold an active security clearance.

Must have a valid passport (for training travel purposes).

We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law.

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