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Help Desk Analyst ATRRS

Company Name:
Coley & Associates
Summary:
The Help Desk Analyst is responsible for representing the Army Training Requirements and Resources System (ATRRS) customer service office, perform a variety of application related tasks in support of the Federal Acquisition Institute Training Application System (FAITAS) and ATRRS. This position will perform the following duties:
Essential Duties and Responsibilities include the following and other duties as assigned:
As a representative of the Army Training Requirements and Resources System (ATRRS) customer service office, perform a variety of application related tasks in support of the Federal Acquisition Institute Training Application System (FAITAS) and ATRRS; provide prompt and appropriate response to phone and e-ticket inquiries and requests for assistance with the associated computer systems; Perform initial problem analysis, triage, identify, troubleshoot customer issues, provide advice and assistance and appropriately refer technical issues to the network team or subject matter experts when appropriate.
Provide direct assistance to FAITAS customers via telephone and email; provide instruction on the use of FAITAS via telephone, email and user coaching as required.
Coordinate efforts with staff associates and subject matter experts to resolve problems; maintain liaison with network users and technical staff to communicate the status of problem resolution; assist with monitoring ATRRS network management systems.
Log and track each request and appropriate demographic data related to each request.
Assist with compiling data and prepare reports setting forth progress, adverse trends, and appropriate recommendations based on information from the Call Management Tracking System. Assist with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of customers. Assist with providing and managing official answers to all FAQs and distribute same to all interested stakeholders.
Contribute to the preparation of procedure manuals and documentation for help desk use; conduct periodic customer satisfaction surveys and track customer problem trends; make recommendations for improvements to FAITAS and create reports based on information provided from customer surveys and trend analyses.
Assist in the development of a comprehensive help desk training plan; assist in training personnel who provide backup coverage and in training users related to the operation and maintenance of FAITAS. Be available for limited travel.
Assist in the review and processing of student training applications and cancellations for FAI-sponsored training; assist in training class management processes for FAI-sponsored training.
Perform other related duties incidental to the work described herein.
Standard work hours for this position are for an 8-hour shift (or 9 hours total, if a 1-hour lunch break is taken) between 0730-1730, Monday through Friday (except Federal holidays).
Required shift may begin at 0730, 0830 or 0930 typically (ending at 1530, 1630 or 1730 respectively), as coordinated with the help desk team lead.
Supervision: None
Required Qualifications:
Prefer Bachelors Degree (B. A. or B.S.) from four-year college or university; and two years contract or related experience and/or training; or will consider 5 years combination of education and experience.
Must be a U.S. Citizen and be able to receive a position verification through the Governments e-Verify system
Must have an Active Secret Clearance
Strong interpersonal and communications skills; ability to clearly express ideas and solutions to customers and colleagues; well-developed presentation, telephone and writing skills; strong attributes as a team player.
Prefer 1-3 years as a Customer Service Representative or Help Desk operator for a system that has a large customer base.
Prior experience with Federal Government Civilian workforce or specifically FAITAS customer base is a plus.
Security Clearance Requirements:
Active Secret Clearance.
Certificates and Licenses:
None required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Attendance/Punctuality Schedules time off in advance; Begins working on time; Keeps absences within guidelines; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Communications Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.
Customer Service For External and Internal Customers: Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Commits to doing the best job possible.
Job Knowledge Competent in required job skills and knowledge. Exhibits ability to learn and apply new skills. Keeps abreast of current developments. Requires minimal supervision. Displays understanding of how job relates to others. Uses resources effectively.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Integrates changes smoothly; Sets goals and objectives; Works in an organized manner.
Problem Solving - Identifies problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Resolves problems in early stages; Works well in group problem solving situations.
Quality - Demonstrates accuracy and thoroughness; Displays commitment to excellence. Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly. Achieves established goals.
Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Can be trusted to always do the right thing.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with the disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. This job requires working in a business office with computers, printers and light traffic.
Physical Demand:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.
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