Buchanan-Edwards
PeopleSoft Helpdesk Technician (Finance)
Overview
Growth requires a strong foundation, and at Buchanan & Edwards, our people are our strength.
They are the foundation for building the next generation of innovative IT solutions, revolutionizing the industry, and solving the nation's most critical challenges.
Let Buchanan & Edwards help you unleash your potential and reach your goals.
As the PeopleSoft Helpdesk Technician, you will provide support to end users on a variety of Department of State (DOS) HR Bureau Integrated Personnel Management System (IPMS) application issues. These systems are key to supporting DOS personnel across the globe, You will work with a team of Service Desk professionals to support the mission of the DOS. You will support proprietary applications to include: GEMS (PeopleSoft), Knowledge Center (KC), Overseas Personnel System (OPS), Executive Agency Personnel System (EAPS), Monster Hiring Management Enterprise (MHME). You will respond to telephone calls, email and personnel requests for technical support then document, track and monitor issues to ensure timely resolution. Requests are transmitted via Remedy and HRCC tickets, inquiry calls and emails from Tier 1 HR Help Desk and HRSSC. In this role you will provide Tier 2/3 application support and respond to all requests no later than 24 hours from the date of the original request. You will monitor resolution process and ensures tickets are closed in within a 72-hour period and/or initiate escalation procedures, with full analysis, as necessary. You will also be responsible for producing bi-weekly incident summary reports that provide management input for key problem areas and potential user training requirements. The ability to communicate effectively with business users, keep customers informed regarding resolution statue and to ensure customer satisfaction is critical. You must have excellent customer service skills.
A challenging and dynamic work environment isn't all that BE has to offer. When you join BE, you become an integral part of our team. Not just an employee number, but a valued opinion with a voice that carries, and drives change and innovation. You'll have access to some of the most well-respected IT industry leaders in virtually every field and learn new tools and techniques while expanding your knowledge and skillset. We're dedicated to helping you develop your career, and our culture applauds outside-the-box thinking and initiative. Our employee-focused leadership team knows that your success is our success and empowers employees with the necessary tools to excel. Join us as we continue to move the future forward, together.
Clearance
Interim Secret
Responsibilities
Qualifications