Help Desk Analyst Job Vacancy
The Help Desk Specialist supports the Navy’s pay and personnel Tier I Help Desk to provide professional telecommunications support which encompasses the skills to handle, monitor, and remedy trouble calls in a professional, courteous manner and have experience with the Navy’s
pay and personnel systems.
Skills and Experience:
Well versed in the Remedy CRM Tool
Demonstrated knowledge of the NSIPS application
Good organization and communication skills
System experience in the following:
– Benthic Golden 32
– Business Objects Navy Standard Integrated Personnel System (NSIPS Web AdHoc)
– Officer Personnel Information System (OPINS)
– Inactive Manpower and Personnel Management Information System (IMAPMIS)
– Master Military Pay Account (MMPA)
– Navy Enlisted System / Navy Standard Integrated Personnel System (NES/NSIPS) Web, Reserve Headquarters System (RHS)
highly skilled in reading, writing, speaking and understanding English to perform the work.
Security Clearance: Obtain and maintain a DOD SECRET clearance, favorably adjudicated National Agency Check with Local Agency Check and Credit Checks (NACLC) investigation in accordance with SECNAVINST M-5510.30 current within 10 years. An interim eligibility is not authorized for a favorable adjudication. Contractors must be United States citizens.
Receive all incoming Navy Reserve Gains/Pay related phone calls;
Log all Trouble Ticket (TT) information to include at a minimum; name, Social Security Number (SSN), Naval Reserve Activity (NRA), and Unit Identification code (UIC);
Respond to and resolve customer problems on the spot. When a customer’s problem cannot be resolved, create a service request, and forward the service request to Tier II for systems data manipulation and resolution;
Provide all Gain research information to facilitate good gains during all initial calls. This is data collected and logged into the system to validate requestor information to assist in resolving problems.
Work directly with the database administrator in conducting minor database operations to resolve systems/data integrity issues;
When the customer’s issue requires Tier II intervention, route TT to Tier II for action. Continue to monitor completion status of the TT to ensure that the customer’s question/problem is satisfactorily resolved.
When the customer’s issues requires Defense Finance and Accounting System (DFAS) action, forward to DFAS for further assistance and monitor it until satisfactorily resolved and completion.
Ensure status coding of all TTs is kept current;
Coordinate with the customer to ensure resolution of TTs and close only under mutual
agreement, which may be confirmed only by the customer;
After a customer’s pay has posted to Defense Joint Military Pay Systems – Reserve Component (DJMS-RC), enter all TT actions into the current system for easy tracking. Establish mechanism by which customers can check status of TT via web interface, searching by individual social security number (SSN). Ensure one TT is used for each problem, i.e. resume old TT if original problem is not resolved. Each TT should be constrained to only one SSN;
Provide feedback to CNRFC Code N1 to identify trends and track problems.
Follow up on all TTs not /worked within 7 calendar days.