Lead Customer Support Help Desk Agent

Overview

Visit our website at www.beringstraits.com to apply!

 

 

SUMMARY

 

Bering Straits Professional Services, a subsidiary of Bering Straits Native Corporation, is currently seeking a qualified Computer Operator IV/ Lead Customer Support Help Desk Agent for a government contract in Macon, GA.  The ideal candidate maintain subject matter expertise in the applications and mailing services required; Coordinate and communicate with the COR and other government personnel; support and meet reporting requirements; Capable of independently identifying and advocating for process changes; independently leading, training and mentoring other contractors; resolving difficult issues related to HR applications and mailing requirements; maintain high level of etiquette when assisting the system end users; mastery of written communication to generate clear and concise instructions, standard operating procedures or issues history synopsis related to ticket resolution and/or printing protocols.

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.

 

• Handle Human Resources Objectives
• Contribute to Strategic Plans
• Showcase subject matter expert skills related to the applications supported
• Meet Reporting Requirements
• HSRM Service Now ticket tagging
• Monthly Detailed Reporting, trend analysis, ticket closing times, number of tickets, ticket management etc.
• Project Management
• Team Training/Problem Solving Skills
• Work with ECSD BPO Manager & Sr. Manager of Supp. Shared Services to ensure coordination of resources across the ECSD & ensure the HRSM queue is manager.
• ECSD HSRM Manager will serve as an escalation point to Tier 1 & Tier 2 service desk analysts.
• Must possess outstanding customer service, and technical aptitude.
• ECSD HSRM Manager acts as the lead source of accountability for the support staff and ensures tickets and provisioning is completed accurately and in a timely manner.
• Showcase subject matter expert skills related to the applications supported.

 

Payroll/Scheduling/Staffing Duties:

 

• Review time sheets, work charts and other information to detect and reconcile time keeping discrepancies for payroll purposes.
• Verify attendance, hours worked, and post information onto designated records.
• Keep track of leave time, such as vacation, and sick leave, for employees.
• Compile employee time, production, and payroll data from time sheets and other records
• Provide feedback to production leads for calendar review, staffing coverage, and leave approvals.
• Assisting with production work daily across multiple technical help desks within the contract to include but is not limited to answering tickets in the FootPrints system, taking calls via a live queue, or calling users to provide further assistance, mail printing and processing.
• Identify staff vacancies and assist corporate in recruiting, interviewing, and selecting applicants.
• Provide current and prospective employees with information about policies, job duties, working conditions, and opportunities for promotion.
• Maintain records and compile statistical information concerning personnel-related data such as performance and absenteeism rates.
• Monitor and Maintain Sign in/out logs for all WTE and CompTech contract staff.
• Verify and Approve timesheets for all contract staff.
• Onboard new contract staff and out-process exiting contract staff.
• On site management of all contract staff • On call 24/7-365 for all contract staff needs

 

MANAGE the EPOF HELP DESK:

 

• Monitor eOPF ticket counts to ensure all tickets are answered within a 24-hour time frame.
• Assign eOPF phone call tickets.
• Route escalated eOPF tickets and assigned to appropriate group.
• Track and maintain all immediate impact issue eOPF tickets.
• Handle all eOPF POID POC and eOPF Agency POC ticket inquiries.
• Handle or Assign all EHRI-DW tickets.
• Answer/Address any eOPF ticket issues beyond Tier I procedures and guidelines.
• Monitor, maintain and manually send out agency (5 and 10 day) reminder emails to POID POC
• Escalate tickets to Agency POC at 15-day mark
• Create and di