Overseas Customer Support Analyst (Help Desk Support Specialist I)

Overseas Customer Support Analyst (Help Desk Support Specialist I)

Location: Charleston, SC

Summary The MIL Corporation seeks an Overseas Customer Support Analyst (Help Desk Support Specialist 1) to support a Federal Government client at our Charleston, SC location. The analyst will work in cooperation with the Bureau of the Comptroller and Global Financial Services (CGFS) in the Office of Customer Engagement.

The employee will work an 8-hour shift between the hours of 6:00 am to 6:00 pm or as assigned per desk schedule with a non-compensated 30-minute lunch. Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is a full-time onsite position with allowances for Situational Teleworking under approved guidelines.

Responsibilities

• During hours of operation, analysts are expected to be available to respond to incoming calls and emails, serve as the first line of support for system-related questions from overseas posts, and document all customer inquiries and issues in Engage CGFS. Engage CGFS is a customer support portal built on ServiceNow technology that tracks customer communications, including phone calls, emails, and ongoing interactions, from initial contact through final resolution and ticket closure.

• Coordinate with cashier monitors, accountants, Financial Management Officers, subject matter experts and other day-to- day users on multiple software programs designed to manage all aspects of financial operation

• Update cases whenever 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.

• Front line phone support and phone calls - assists the customer through the entire process of research, gathering data, performing analysis, and resolving the issue

• 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 Engage CGFS for common customer questions on financial systems and financial management issues

• Appropriately escalate to Tier II analysts more complex issues.

• Provide team leadership once proven in the client environment

• Travel

• None

• Required Qualifications

• Experience performing technical tasks and analysis

• Ability to clearly communicate in a professional manner

• Critical thinking and problem-solving skills

• The ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance

• Prior customer service experience

• Desired Qualifications

• Experience providing technical support in high-volume environments

• Experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures

• Experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems similar in size, complexity, and scope to the DoS systems.

Education

• BA/BS, preferably in Accounting

• Clearance

• Must be eligible to obtain a Secret clearance.

Compensation

The MIL Corporation values your contributions and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which includes health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process.

Salary at MIL is determined based on factors such as qualifications, experience, and contractual limitations. For this position, the projected compensation range is $50,000 - $55,000 per year. This estimate represents the typical salary range and is just one part of MIL’s complete compensation package. Learn more on the MIL Careers page.