IT Customer Support Specialist

CSA is seeking a Support Specialist to support our Navy client located in Pensacola, FL. 

Responsibilities

• Reviews official records to update data and provide a JST for service members that do not have current records. Researches those records to ensure complete and accurate data to generate transcripts.
• Provides application management for the Joint Services Transcript and Degree Planning Tool applications by ensuring that users have the appropriate permissions or establishing new access for service members and post-secondary learning institutions making sure that documentation is submitted if needed.
• Documents and/submits all configuration items (required deliverables per life cycle phase/event) in a consistent manner in accordance with policy requirements.
• Identifies and researches ACE data problems and forwards recommendations to ACE for resolution.
• Validates ACE data to ensure that service members are being awarded the appropriate recommended college credit.
• Researches and reviews the updated DLPT/CLEP data Score exceptions.
• Analyzes unique IT and web site connectivity issues for service members and post-secondary institutions and resolves accordingly.
• Verifies, maintains, and manages data in the Academic Institution Module uploaded by the Academic Institutions to include but not limited to degrees, course catalog, grades, and tuition cost.
• Processes transcript requests for service members and ensures delivery of official transcripts to post-secondary institutions using web and SFTP data feeds to DLA for printing.
• Manages special transcripts requests that involve researching and verifying the request is valid.
• Validates and documents functionality, compatibility, and integration of all content/applications/IAVA changes/updates before deploying to the production environment.
• Researches returned transcripts to determine if the information concerning a post-secondary institute is valid or if the data in the institutions table has to be updated in JST.
• Maintains records management flow during and after completion of analysis.
• Performs data quality assurance on the JST transcripts and works with ACE to identify and correct any data anomalies.
• Monitors and works data exceptions for data feeds and extracts.
• Responds and resolves various technical issues concerning the application, data and other related IT issues.

Qualifications

• High School Diploma or Equivalent
• Minimum three (3) years of experience
• Knowledge of and skill in working with clients and customers to assess their needs, provide information and assistance, resolve problems, and satisfy expectations to provide quality products, services, and customer support through phone and email
• Strong interpersonal skills in both customer interactions and team interactions
• Strong writing and oral communication skills to support a high level of customer service
• Cyber Enabler position requires completion of online training, or Security+ CE, or equivalent
• Eligibility to obtain Secret clearance

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Applicants may need to meet eligibility requirements for access to classified information; an active United States Department of Defense security clearance or the ability to obtain one may be required for this role.
As a federal contractor, CSA will abide by the client’s infectious disease protocols.
WE BELIEVE great companies know who they are and what they stand for. CSA’s common purpose and core values were purposefully developed to create a culture focused on unlocking the full potential of our people—so they are inspired to solve our clients’ toughest challenges. It’s no secret, we owe the past 18 years of our success to our outstanding and ambitious team members. To support our hard working team, we offer an environment focused on learning and growth, an awesome benefits package, and opportunities to build a long and successful career. We are constantly on the hunt for talented, forward-thinking problem solvers with an energetic attitude and a strong work ethic to join our elite team of CSAers.     
Be a part of CSA… do great things!
CSA is a Federal Contractor and an Equal Opportunity/Affirmative Action Employer.
If you are an individual with a disability and would like to request a reasonable workplace accommodation for any part of our employment process, please send an email to hr@csaassociates.com. Please indicate the specifics of the assistance needed. Assistance is reserved for individuals who are requesting a r