Hybrid Help Desk Analyst

at JCD Staffing

• Job title: Help Desk Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $45,000 - $55,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Springfield, United States

About the role

• Help Desk/Call Center Analyst assisting US Military families and the general public. Responsibilities include inquiries handling, documenting interactions, and escalating inquiries as needed.

Responsibilities

• Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner.
• Ability to identify core issue and utilize the appropriate work procedures to address the issue.
• Handle sensitive calls in a respectful and patient manner.
• Document all interactions in an existing case management system.
• Maintain and update records as communication and documents are received.
• Escalate inquiries to government officials as required.
• Develop understanding and maintain ongoing knowledge of Arlington National Cemetery.
• Provide general information, directions, and other forms of assistance to the general public.
• Works under the direction of Team Lead.
• Other tasks and responsibilities, as assigned.

Requirements

• Previous experience in Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office).
• Required: Security Clearance: Active or Interim Secret
• Required: Must hold US citizenship.

Benefits

• Flexible work from home options
• Required: Competitive pay