Tier II Help Desk Support Technician

Description Tier II Help Desk Support Technician Horizon Industries Limited (HIL) is a dynamic IT and Management Consulting firm based in the Washington, DC area. We are currently seeking a Tier II Help Desk Support Technician for a full-time position in Battle Creek, MI, supporting many federal agencies. Job Description: The PCOLS Tier II help desk and training requires staffing by qualified subject matter experts who can provide program management support, training, and in-depth problem resolution via Tier II customer support for all of the PCOLS applications from day-one. The CRM support software is platformed-on SAP. The Tier II help desk regularly interacts with: Tier I customer support personnel, Tier III Help Desk personnel, Defense Manpower Data Center (DMDC) personnel, Purchase Card Policy Office (PCPO), FICO personnel, US Bank and Citibank representatives, DLA Training Team members and users from defense agencies and the military services to include: Agency Organization Program Coordinator, Approving Billing Official Supervisors, Billing Official Pool Members, Cardholder Supervisors, Installation Resource Manager, and Cardholders. This support will ensure the accuracy and timeliness of transaction data throughput. Duties may include: Troubleshooting User Issues in EMMA/AIM/PCOLS Reporting/DM/RA Answering questions regarding roles and provisioning Identify system issues and report to Tier III when applicable General PCOLS User Support/Assistance Good communications skills The ability to monitor your workload and accept new workloads when they arise The ability to maintain specific standards relating to Quality and Timeliness of workloads The ability to work both independently and within a team structure The ability to adapt to a changing environment Required Skills / Experience: Demonstrated experience is required in the following software: SAP CRM, Microsoft Office, Oracle data base administration, and Avaya phone system. Demonstrated knowledge or experience on the complete PCOLS process, to include setting up organizational hierarchies, provisioning users, account migration and reviewing transactions in the DM/RA tool. Demonstrated understanding of how each of the PCOLS Systems interacts, how the data is used, and what data elements are required and optional. Demonstrated knowledge of how the PCOLS applications work as-related-to system and user Tier-II level issues. The contractor shall understand how interfacing systems fit together with PCOLS, such as the Defense Enrollment Eligibility Reporting System (DEERS), the RAPIDS Self-Service System (RSS), the milConnect System, US Bank and Citibank. Demonstrated experience making independent recommendations based on the information obtained during research to resolve customer problems. The contractor shall follow the problems through to resolution. The contractor shall communicate that resolution to the customer. (refer to Appendix A for Key Performance Parameters) Demonstrated experience in documenting and reporting the following: account creation or maintenance processing issues, system functional issues, or website connectivity/latency issues to the DLA Log Info Svc PCOLS lead. Demonstrated experience acting as an advocate to help irate callers manage their issue, shall employ every reasonable attempt to correct the issue/problem before escalating to a higher level. Demonstrated knowledge of the Government Purchase Card (GPC) program. Demonstrated knowledge of the Total Business Reporting (TBR) hierarchies. This position requires IT III Access. COVID-19 vaccination is required for this position. The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs. Education: Some college required, Bachelor's Degree preferred. Location: Battle

Created: 2024-11-02