Overseas Help Desk Analyst II - 1756

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Summary

The MIL Corporation seeks an Overseas Help Desk Analyst II to support our Federal Government client in Charleston, SC. The Overseas Help Desk Analyst II will provide financial system and business process analyst support via phone and email to customers located at overseas and domestic offices within the federal agency.

Responsibilities
⦁ Serve as a resource to which Tier I analysts can escalate more advanced trouble-shooting issues
⦁ Ability to mentor and train new Help Desk Analysts in the technical aspects of supporting a variety of financial systems
⦁ Escalate Tier III issues to the Systems Development and Maintenance (SDM) department and coordinate / liaise with SDM in the creation of CCR's which serve as requests to make changes (either bug fixes or enhancements) to the software
⦁ Ensure that the customer support desk email inbox and voice mail are cleared at the beginning of the day and prior to the end of the day
⦁ Update Cases any time that additional correspondence or research is performed on behalf of the customer and will only close a Case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution
⦁ Assists embassies, consulates and Washington Agencies and bureaus as well as internal customers in Charleston
⦁ Coordinate with cashiers, accountants, FMO's, functional contacts, cashier monitors and other day to day users on multiple software programs designed to manage all aspects of financial operation at the various locations listed above
⦁ Utilizing MS Outlook, draft, edit, obtain clearance on, and then release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide
⦁ Promptly draft articles for publication in a self-help tool, CGFS Knowledge Base, which details in a Q&A format the resolution provided in Case for common customer questions on financial systems and financial management issues
⦁ Using a test environment, attempt to replicate and trouble-shoot issues/bugs reported by software users in the field
⦁ Participate in inter-departmental design and implementation teams which provide input on the development of new systems releases

Required Qualifications
⦁ BA/BS in Accounting or a related field such as Computer Science or Business Administration
⦁ Four (4) years of relevant professional experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems
⦁ Two (2) years of experience with technical support in high-volume call centers -or- experience performing help desk support for large, complex financial systems
⦁ Knowledge of Federal accounting/financial management policies, practices, operations and procedures. Functional expertise and experience in Federal accounting operations, policies, practices, reporting and business processes/requirements is desirable and may be substituted for IT experience
⦁ Ability to multi-task as well as troubleshoot software and system applications
⦁ Ability to learn quickly with little guidance (on-the-job training will be provided to assist with understanding the software systems supported)

Desired Qualifications
⦁ Functional expertise and experience in Federal accounting operations, policies, practices, reporting and business processes/requirements

Education
BA/BS in Accounting, Computer Science or Business Administration

Clearance
All applicants for this position must be able to obtain a Secret clearance; please note that the clearance process takes into account financial background aspects.

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