Systems Customer Support Analyst - Secret Clearance

Haynes, Inc; North Charleston (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

11 paid Federal holidays

401k employer match

Paid Time Off

Medical/Dental/Vision Insurance

Flexible Spending Accounts

Life Insurance

Disability

Tuition Reimbursement

Professional Development & Training

and more!

Job summary

Haynes Inc. in Charleston, SC, is seeking a Systems Customer Support Analyst to support the DoS CGFS Customer Support Desk. The role requires a Secret Clearance or the ability to obtain one, with on-site work and a full-time schedule.

Responsibilities include first-level technical support for overseas and domestic users, ticket tracking, report generation, and collaboration with accountants, cashiers, and mission staff to resolve financial systems issues.

Qualifications

• Experience performing technical tasks and analysis.
• Customer Service Helpdesk experience.
• Ability to multi-task, troubleshoot software and system applications, and learn quickly with little guidance.

Responsibilities

• Monitor and respond to incoming calls during designated hours.
• Enter issues into Engage CGFS and track through resolution.
• Run weekly and monthly reports to monitor performance.
• Provide first-level technical support for overseas users.
• Coordinate with embassies, bureaus, and internal staff on software issues.
• Draft informational emails and contributions to the CGFS Knowledge Base.
• Escalate complex issues to Tier II analysts.
• Assist in CCR requests and software change coordination.

Skills

Technical analysis

Customer service helpdesk

Multi-tasking and quick learning

Troubleshooting software & systems

Tools

WebGELS

IPP

GFMS

IBIS

Global e-Travel (E2)

CGFS Engage & CXone

WINT&A

CGFS Knowledge Base

SHIFTS

RFMS Momentum & Cashiering

GBI 2.0

ILMS

OTCNet

myPay

PCS Travel Claim System

Job description

Haynes Inc. in Charleston, SC, is seeking a Systems Customer Support Analyst to support the DoS CGFS Customer Support Desk. The role requires a Secret Clearance or the ability to obtain one, with on-site work and a full-time schedule.

Responsibilities include first-level technical support for overseas and domestic users, ticket tracking, report generation, and collaboration with accountants, cashiers, and mission staff to resolve financial systems issues.