Customer Support Helpdesk Analyst
Title:Customer Support Helpdesk Analyst

Task Title: Customer Support & Training, (CGFS/S/CST)

Vacant Position: Tier I Customer Support Helpdesk Analyst

Government Task Manager: Richard Sizemore, Director, Customer Support & Training, (CGFS/S/CST)

Task Purpose:
The U.S. Department of State (DoS), Bureau of the Comptroller and Global Financial Services has a requirement for a Business Process Analyst on the CGFS Customer Support Desk. Customer Support & Training (CST) provides customer support help desk services, Knowledge Base article contribution and review and assistance with development of training documentation for overseas financial operations. This position will function as a Tier I analyst on the CGFS Customer Support Desk and will provide financial system and business process analyst support by phone and email to customers at overseas missions and domestic bureau offices. The contractor shall perform these services under the CGFS Customer Support Desk DOS Manager.

Minimum/General Requirements:
  • Requires a four year degree from an accredited college or university in accounting, or a related field such as computer science or business administration.
  • 3 years of relevant professional experience in design, development, analysis, testing or implementation of mainframe or client-server based financial systems. Functional expertise and experience in Federal accounting operations, policies, practices, reporting and business processes/requirements is desirable and may be substituted for IT experience.
  • The Department of State prefers candidates that have some experience providing technical support in high-volume call centers or prior experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures.
  • The incumbent should have the ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance. On-the-job training will be provided to familiarize the incumbent with the software systems to be supported
Functional Responsibility:


CGFS Customer Support Desk analysts are the first line of support. During the hours of operation, the expectation is that an analyst will be present to take incoming calls and e-mails sent to the GFS Customer Support email inbox. At the beginning of each work day, the first Customer Support Desk analyst to arrive per the schedule will check the CGFS Customer Support voice mailbox and the CGFS Customer Support email inbox for any messages from customers reported outside the hours of operation. For each message received, the analyst creates a Case Management Ticket to record the details of the incident and to document the receipt of the customer’s initial contact.

Tracking and Documenting Customer Inquiries
Case Management - The Case Management system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the Case Management system. A unique case number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the Case Management system.

Reporting and Metrics
The CGFS Customer Support Desk creates reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the CGFS Customer Support Desk as a whole and for individual support analysts. Analysts are required to run and distribute Case Management reports.

Technical Support
  • Ensure that the CGFS Customer Support Desk email inbox and voice mail are cleared at the beginning of the day and prior to the end of the day.
  • Update Case Management cases whenever additional correspondence or research is performed on behalf of the customer and will only close a Case Management case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution.
  • Assists embassies, consulates and Washington Agencies and bureaus as well as internal customers in Charleston.
  • Coordinate with cashiers, accountants, FMO’s, functional contacts, cashier monitors and other day-to- day users on multiple software programs designed to manage all aspects of financial operation at the various locations listed above.
  • Front line phone support and phone calls - assists the customer through the entire process of research, gathering data, performing analysis and resolving the issue.
  • Utilizing MS Outlook, draft, edit, obtain clearance on, and then release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide.
  • Promptly draft articles for publication in a self-help tool, CGFS Knowledge Base, which details in a Q&A format the resolution provided in Case Management for common customer questions on financial systems and financial management issues.
  • Appropriately escalate to Tier II analysts more complex, data-related issues which require testing.
  • Coordinate with other analysts in the creation of CCR’s which serve as requests to make changes to the software.
Software Systems Utilized:
Global e-Travel (GeT), COAST Reporting, COAST Encryption, WINACS, Case Management, WINT&A, GFS Knowledgebase, SHIFTS, RFMS/M, ILMS and WEBRabit

Period of Performance:
The Support Desk core hours are 6:15 AM to 6:00 PM Monday through Thursday and 6:15 AM to 5:30 PM on Friday. The contractor is expected to work an 8 hour shift within these core hours for the desk, with a non-compensated 45-minute lunch Monday through Friday, excluding federal holidays observed at the government site. Performance under this task order may require work in excess of the normal forty-hour work week. Work performed in excess of 40 hours may be scheduled or unscheduled emergency work. Additional hours may be required and must be authorized by your Project Manager and DoS Management.

Security Requirements:
All personnel provided under this task order must be able to either possess or obtain a security clearance of “SECRET”.

Formal Job-Specific Training Requirements:
FSI Distance Learning On-line - (PA195) E2 Solutions: System Administrator Course
FSI Distance Learning On-line - (PK195) Travel Regulations and Preparations
E2 Solutions – User Computer Based Training Modules (e-mail verification of completion)

Haynes, INC. is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.
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