Help Desk Support I

Clearance Required:

Ability to Obtain a Secret

Education Required:

HS/GED

US Citizenship:

Required

Summary
The MIL Corporation seeks a Payroll Customer Support (PCS) Help Desk Analyst I to support our Federal Government client in Charleston, SC. The PCS Help Desk Analyst I will provide support via phone and email to Employees and Foreign Service Annuitants located both domestic and overseas.

Responsibilities
  • Receive incoming calls and e-mails sent to the PCS inbox. Ensure that the email inbox and voicemail are cleared at the beginning and throughout the day
  • Create a ServiceNow ticket to record the details of the incident and to document the receipt of the customer's initial contact. Update ServiceNow cases whenever additional correspondence or research is performed on behalf of the customer and resolve cases when the issue is confirmed to have been cleared.
  • Enter all customer issues into the ServiceNow system
  • Inbound call support - Analysts will create ServiceNow ticket to document the communication and answer questions via phone.
  • Research and/or coordinate with other offices as necessary.
  • Balance ongoing case work with new incoming issues
  • Appropriately escalate to Tier II analysts critical case types such as non-payment, overpayments, underpayments, and customer complaints .
  • Participate in weekly team meetings
  • Prepare and mail applicable documents requested by customers
  • Create and distribute reports on a weekly, monthly, and cumulative basis for internal and external use

Required Qualifications
  • Three (3) years of relevant professional experience
  • 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.
  • 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
  • High volume call center experience, ideally supporting payroll initiatives
  • Solid written and verbal communication skills
  • Ability to prioritize effectively
  • Experience with case management, ticketing or other knowledge base system preferre d

Education
HS/GED

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

Why MIL?
MIL is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Last year alone, we earned:
  • 2019 Top Workplaces Award, The Washington Post (Washington, D.C.)
  • 2018 Fortune , Great Place to Work®: Best Place to Work for Diversity
  • 2018 Great Place to Work®: Best Small & Medium Workplaces
  • 2018 Workplaces Award, The Washington Post (Washington, D.C.)
  • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

Whether your goal is to help defend our country through the cyber efforts of the Department of Defense or ensure proper financial management/accountability with the Department of State, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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