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Help Desk Analyst - MNP/NEL (My Navy portal) (COPII)

Company: Enterprise Information Services
Location: New Orleans
Posted on: April 18, 2019

Job Description:

Number of Openings: 1

OVERVIEW

This position supports the Space and Naval Warfare (SPAWAR) Systems Center Atlantic, New Orleans Office - a full-service provider of information technology services and integrated enterprise solutions. The organization offers a comprehensive range of information technology products and services from requirements identification and analysis, systems and production engineering, telecommunications support to architecture design, quality assurance, product testing and advanced networking operations.



The SPAWARSYSCEN ATLANTIC, New Orleans Office is responsible for supporting legacy Navy personnel and pay systems and providing support for Program Executive Office Enterprise Information Systems (PEO-EIS) programs such as Navy Future Pay and Personnel (ACAT I), Navy Single Integrated Personnel System (ACAT I) and New Order Writing (AAP). In addition, the SPAWARSYSCEN ATLANTIC, New Orleans Office now provides support for other activities such as: Commander, Naval Reserve Force; Navy Recruiting Command; Navy Personnel Command; Department of Homeland Security; Business Transformation Office and Veterans Administration.

RESPONSIBILITIES

Provide Tier 1 support in a service/help desk environment with the goal of first contact resolution, by phone, email requests, and web-submissions. In this position, you will collect and document incidents and service requests with pertinent data, as well as escalating tickets to appropriate groups when necessary. Log and prioritize calls into the call management system in accordance with Service Level Agreements.

QUALIFICATIONS

Clearance: US Citizenship and active Secret Clearance required



REquired Skills/Experience:

* Two (2) years of experience.

* Ability to effectively troubleshoot and resolve problem issues.

* Ability to multi-task in a fast-paced environment.

* Clear thinker with excellent interpersonal, written, and verbal communication skills.

* Respond to incoming telephone calls, emails, web-submissions and other requests for technical support.

* Use an established Knowledge Base to search for solutions common to reoccurring problems/issues.

* Provide inputs and recommendations for new Knowledge Base articles when new problems/issues are encountered.

* Provide login assistance including resetting passwords

* Work effectively with little instruction on day-to-day tasks and general instructions on new projects or assignments.

* Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.

* Must be able to work autonomously as well as being a team player

Desired Skills/Experience

* ITSM: Writing and tracking. Ability to select the proper template based on customer requirements. Collaborate with the team to create new templates as needed.

* ELIAAS: Ability to obtain an Electronic Learning Integrated Authentication and Authorization System (ELIAAS) account by submitting a SAAR request to our Tier 2 Administrators to access users profiles and course activities for troubleshooting guidelines.

EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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Keywords: Enterprise Information Services, New Orleans , Help Desk Analyst - MNP/NEL (My Navy portal) (COPII), Professions , New Orleans, Louisiana

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