Help Desk Support : Battle Creek, MI
10/3/2016 8:04:20 AM
Help Desk Support
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.