Senior Customer Support Help Desk/Computer/Data Entry Operator

SUMMARY

Bering Straits Professional Services, a subsidiary of Bering Straits Native Corporation, is currently seeking a qualified Computer Operator III/ Senior Customer Support Help Desk/Computer/Data Entry Operator for a government contract in Macon, GA.  The ideal candidate will maintain subject matter expertise in the applications and mailing services required; support reporting requirements; independently identify potential process changes; with oversight of the Lead Customer Support Help Desk Agent train other contractors; with help from Lead helpdesk agent resolve difficult issues related to HR applications and mailing requirements; demonstrate experienced etiquette, both in writing and over the phone, when assisting the system end users to perform systems navigation, account, troubleshooting, and system usage assistance, independently follow standard operating procedures to perform recording, data entry, or operate processing systems; independently communicate, both oral and in writing, issues history synopsis related to ticket resolution and/or printing protocols. Tier 3 Help Desk and Production Support – Communicating with customers via email and/or phone to provide system support and guidance

ESSENTIAL DUTIES & RESPONSIBILITIES

 

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned.

 

• Maintaining records of daily communication transactions, problems and remedial actions taken.
• Submitting problem inquiries to Programming Staff and implementing appropriate corrections.
• Senior Level must showcase substantial experience supporting Human Resources or other large applications as a subject matter expert. All other levels demonstrate experience based on the level of the labor category.
• Is responsible for working at the EE Help Desk, giving benefit and payroll access to systems for government workers.
• Must be able to walk around a lot of the day and monitor the test takers
• Ability to create and optimize written procedures.
• Ability to work from written procedures while performing tasks
• Will be in charge of scoring and monitoring written tests while testing is going.
• Use of mail machines and letter printing
• Loading machinery with required input/output material such as paper, cards, disks etc.

 

 

 

QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. 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.

Required (Minimum Necessary) Qualifications

 

• High School Graduate or Equivalent
• A minimum of three to five of service desk experience
• Experience in handling customer satisfaction issues
• Experience in reviewing data to identify trends and issues.
• Must be able to stand and walk around a lot.
• Must be able to pick up and move large boxes of paper up to 25 pounds.

 

 

 

Knowledge, Skills, Abilities, and Other Characteristics

 

• Working knowledge of Windows-based computers.
• Working knowledge of Microsoft suite, especially MS Word, MS Excel, and Adobe.

 

Preferred

• N/A

NECESSARY PHYSICAL REQUIREMENTS

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. Employee must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.

DOT COVERED/SAFETY-SENSITIVE ROLE REQUIREMENTS

• This position is not subject to federal requirements regarding Department of Transportation “safety-sensiti