Jun 23
Secret
Entry Level (less than 2 yrs experience)
Business - Support
Arabi, LA (On/Off-Site)
Help Desk Support
Strategos Consulting LLC – New Orleans, LA
Strategos Consulting is a Service-Disabled Veteran-Owned Small Business (SDVOSB), which identifies and provides usable solutions (consulting, services, training, and engineering) to the US Government and its partners. Strategos is comprised of professional training and educational specialists that collectively bring over 120 years of experience. In 2009, we created Strategos Training and Services, a professional training company focused on providing services, education, and training to United States military personnel. Strategos Training and Services specializes in non-personal support services, professional instruction, training analysis, training plan development, and curriculum development.
Strategos is seeking Help Desk Support in pursuit of a government contract.
Performance Location: New Orleans, LA
Hours of Work:
The contractor is expected to work a normal 40-hour week to provide support Monday to Friday during normal working hours of 0730-1630 hours daily with a one-hour unpaid lunch break.
Summary:
The Contractor shall provide support for Commander, Navy Reserve Forces Command, Code N1 Manpower and Personnel, trouble tickets that are originated by uniformed or civilian Navy personnel typically located within the Continental United States (CONUS). The Contractor shall handle/solve requests or problems with the use of baseline technologies; quote policies and procedures and interpret them into layman’s terms; and provide simultaneous information lookup and referral. The Contractor shall provide resolution of common problems, questions and forward trouble ticket to the next higher tier for resolution for any complex problems or questions that they cannot answer.
Duties and Responsibilities:
• Receive all incoming Navy Reserve Gains/Pay related phone calls;
• Log all Trouble Ticket (TT) information to include at a minimum; name, Social Security Number (SSN) or DODID, Naval Reserve Activity (NRA), and Unit Identification code (UIC);
• Respond to and resolve customer problems on the spot. When a customer’s problem cannot be resolved, create a service request, and forward the service request to next higher tier for systems data manipulation and resolution;
• Provide all Gain research information to facilitate good gains during all initial calls. This is data collected and logged into the system to validate requestor information to assist in resolving problems. To support and provide expertise in process and related system workflows that may automate transfer of Sailor pay statuses during order type changes.
• Work directly with the database administrator in conducting minor database
operations to resolve systems/data integrity issues;
• When the customer’s issue requires higher tier intervention, route TT to higher tier for action. Continue to monitor completion status of the TT to ensure that the customer’s question/problem is satisfactorily resolved.
• When the customer’s issues requires Defense Finance and Accounting System (DFAS) action, forward request to DFAS Defense Workload Operations Web System (DWOWS) for further assistance.
• Ensure status coding of all TTs is kept current;
• Coordinate with the customer to ensure resolution of TTs and close only under mutual
agreement, which may be confirmed only by the customer;
• After a customer’s pay has posted to Defense Joint Military Pay Systems - Reserve Component (DJMS- RC), or another Navy corporate pay system should it replace DJMS in functionality and purpose, enter all TT actions into the current system for easy tracking. Establish mechanism by which customers can check status of TT via web interface, searching by individual social security number (SSN) or DODID. Ensure one TT is used for each problem, i.e. resume old TT if original problem is not resolved. Each TT should be constrained to only one SSN;
• Provide feedback to CNRFC Code N11 to identify trends and track problems.
• Follow up on all TTs not worked within 7 calendar days.
• Provide subject matter expertise to corporate personnel and pay system developers through conference calls and meetings.
• Participate in pay process improvement efforts where CNRFC N1 is a key stakeholder.
• Monitor all Reserve Sailor personnel and pay statuses for accuracy and correct corporate system statuses as Reserve Sailors transfer between various order types, including drilling and non-drilling status, to and from non-pay status, to and from various active duty orders for Reserve Sailors, to and from mobilization, active duty for special work, indefinite recalls to active duty, and any order type a Reserve Sailor is called to or returns from. Take immediate correction action as appropriate for any observed pay system and individual Reserve Sailor pay discrepancies, and to elevate pay system and pay discrepancies to higher tier as appropriate. Keep CNRFC N11 informed of all major pay issue trends.
• Provide weekly status and status on request within 24hrs for all Reserve Sailor corporate pay system statuses to provide a common operating pay picture; relevant system fields will include but are not limited to pay system strength statuses, system statuses for availability, mobilization, duty, and Reserve special program statuses, status of establishment of or transfer to appropriate pay account confirmation during order type changes, and communication of all system errors and observed trends to corporate system stakeholders and to CNRFC N11 to support proactive issue identification and resolution by system stakeholders.
• Obtain new Navy corporate system accesses, consistent with any new restructuring of Navy corporate pay systems or new system alignments to ensure a continuous capability to provide pay status monitoring and issue resolution as legacy systems are replaced with modern systems.
• To gain access to and leverage system information from systems identified by CNRFC N1C4 which directly enable and facilitate Reserve pay monitoring, loss and gain transactions and guidance, and issue resolution, including but not limited to Benefits for Education Administration Services Tool (BEAST) and other DMDC related or supported systems, and necessary systems for order type monitoring such as corporate access to Navy Marine Corps Mobilization Processing Systems (NMCMPS), USFF IA Portal, CNRFC ADT and AT related system or site accesses, and all other system accesses required to perform Reserve personnel and pay related duties described herein.
• Communicate to and receive communications from CNRFC N1C4 Reserve Corporate Systems Division on significant matters related to known or observed personnel and pay issues related to systems or processes.
Strategos Consulting LLC – New Orleans, LA
Strategos Consulting is a Service-Disabled Veteran-Owned Small Business (SDVOSB), which identifies and provides usable solutions (consulting, services, training, and engineering) to the US Government and its partners. Strategos is comprised of professional training and educational specialists that collectively bring over 120 years of experience. In 2009, we created Strategos Training and Services, a professional training company focused on providing services, education, and training to United States military personnel. Strategos Training and Services specializes in non-personal support services, professional instruction, training analysis, training plan development, and curriculum development.
Strategos is seeking Help Desk Support in pursuit of a government contract.
Performance Location: New Orleans, LA
Hours of Work:
The contractor is expected to work a normal 40-hour week to provide support Monday to Friday during normal working hours of 0730-1630 hours daily with a one-hour unpaid lunch break.
Summary:
The Contractor shall provide support for Commander, Navy Reserve Forces Command, Code N1 Manpower and Personnel, trouble tickets that are originated by uniformed or civilian Navy personnel typically located within the Continental United States (CONUS). The Contractor shall handle/solve requests or problems with the use of baseline technologies; quote policies and procedures and interpret them into layman’s terms; and provide simultaneous information lookup and referral. The Contractor shall provide resolution of common problems, questions and forward trouble ticket to the next higher tier for resolution for any complex problems or questions that they cannot answer.
Duties and Responsibilities:
• Receive all incoming Navy Reserve Gains/Pay related phone calls;
• Log all Trouble Ticket (TT) information to include at a minimum; name, Social Security Number (SSN) or DODID, Naval Reserve Activity (NRA), and Unit Identification code (UIC);
• Respond to and resolve customer problems on the spot. When a customer’s problem cannot be resolved, create a service request, and forward the service request to next higher tier for systems data manipulation and resolution;
• Provide all Gain research information to facilitate good gains during all initial calls. This is data collected and logged into the system to validate requestor information to assist in resolving problems. To support and provide expertise in process and related system workflows that may automate transfer of Sailor pay statuses during order type changes.
• Work directly with the database administrator in conducting minor database
operations to resolve systems/data integrity issues;
• When the customer’s issue requires higher tier intervention, route TT to higher tier for action. Continue to monitor completion status of the TT to ensure that the customer’s question/problem is satisfactorily resolved.
• When the customer’s issues requires Defense Finance and Accounting System (DFAS) action, forward request to DFAS Defense Workload Operations Web System (DWOWS) for further assistance.
• Ensure status coding of all TTs is kept current;
• Coordinate with the customer to ensure resolution of TTs and close only under mutual
agreement, which may be confirmed only by the customer;
• After a customer’s pay has posted to Defense Joint Military Pay Systems - Reserve Component (DJMS- RC), or another Navy corporate pay system should it replace DJMS in functionality and purpose, enter all TT actions into the current system for easy tracking. Establish mechanism by which customers can check status of TT via web interface, searching by individual social security number (SSN) or DODID. Ensure one TT is used for each problem, i.e. resume old TT if original problem is not resolved. Each TT should be constrained to only one SSN;
• Provide feedback to CNRFC Code N11 to identify trends and track problems.
• Follow up on all TTs not worked within 7 calendar days.
• Provide subject matter expertise to corporate personnel and pay system developers through conference calls and meetings.
• Participate in pay process improvement efforts where CNRFC N1 is a key stakeholder.
• Monitor all Reserve Sailor personnel and pay statuses for accuracy and correct corporate system statuses as Reserve Sailors transfer between various order types, including drilling and non-drilling status, to and from non-pay status, to and from various active duty orders for Reserve Sailors, to and from mobilization, active duty for special work, indefinite recalls to active duty, and any order type a Reserve Sailor is called to or returns from. Take immediate correction action as appropriate for any observed pay system and individual Reserve Sailor pay discrepancies, and to elevate pay system and pay discrepancies to higher tier as appropriate. Keep CNRFC N11 informed of all major pay issue trends.
• Provide weekly status and status on request within 24hrs for all Reserve Sailor corporate pay system statuses to provide a common operating pay picture; relevant system fields will include but are not limited to pay system strength statuses, system statuses for availability, mobilization, duty, and Reserve special program statuses, status of establishment of or transfer to appropriate pay account confirmation during order type changes, and communication of all system errors and observed trends to corporate system stakeholders and to CNRFC N11 to support proactive issue identification and resolution by system stakeholders.
• Obtain new Navy corporate system accesses, consistent with any new restructuring of Navy corporate pay systems or new system alignments to ensure a continuous capability to provide pay status monitoring and issue resolution as legacy systems are replaced with modern systems.
• To gain access to and leverage system information from systems identified by CNRFC N1C4 which directly enable and facilitate Reserve pay monitoring, loss and gain transactions and guidance, and issue resolution, including but not limited to Benefits for Education Administration Services Tool (BEAST) and other DMDC related or supported systems, and necessary systems for order type monitoring such as corporate access to Navy Marine Corps Mobilization Processing Systems (NMCMPS), USFF IA Portal, CNRFC ADT and AT related system or site accesses, and all other system accesses required to perform Reserve personnel and pay related duties described herein.
• Communicate to and receive communications from CNRFC N1C4 Reserve Corporate Systems Division on significant matters related to known or observed personnel and pay issues related to systems or processes.
group id: 10510591
