InspiriTec

Role Description Serve as primary source for policy, procedure, knowledge transfer, and best practices related to support for HCSIS system application. Act as a technical support specialist; this individual serves as a point of contact for account specific issues including identifying process changes, continuous improvement and general quality auditing. - Ensure compliance to, create, and maintain documented process and procedure revisions required as a result of application updates and client policy changes. - Create/Update Process and Knowledge documentation and communicate changes to Service Desk teams involved. Essential duties & responsibilities: - Leverage existing familiarity with HCSIS, system to assist with build out of respective project help desks, inclusive of policy, procedures and training. - Identify gaps in process and procedure and initiate or lead service improvement plans and assure documentation creation/updates where applicable. - Develop and deliver training, create documentation, and coordinate go-live (including global communication) of new products/services coming into the Environment. - Coordinate with the transition team to assist with implementation of knowledgebase, including the import and modification of existing data from the incumbent. - Assist with the review and processing of knowledgebase content for implementation. - Train staff as appropriate for ongoing maintenance of knowledgebase. Qualifications - Must have experience and familiarity with current HCSIS help desk projects. - Must have at least (3) years of current, hands-on experience in a similar position. - Experience in providing IT help desk services to government institutions is highly desired. - Experience or familiarity with training facilitation and delivery. Requirements - Normal office environment with little exposure to dust, noise, temperature, and the like. - Extended viewing of computer screens. - Position requires various hours Monday through Friday. - Position may require ability to work effectively from remote locations. Company Description

Role Description Provide support and assistance to Defense Manpower Data Center (DMDC) beneficiaries per DMDC Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base documents for beneficiaries having problems with DMDC services. Ability to work eight (8) hour shift of 11:30 am until 8:00pm, Monday through Friday. - Responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DMDC and InspiriTec. - Requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures. - Must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. - Must be able to determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry. - Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information. - Research and process Military Service Member inquiries and complaints received made via telephone or Fax Server. - Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. - Operates a PC and multiple mainframe databases to research information for interpretation and explanation to the Military Service Member or family. - Must be able to research, identify and explain problems and resolutions in a minimum amount of time. - Other tasks performed as required. Qualifications - Customer Focus - Customer Service - Data Entry Skills - Listening - Phone Skills - Verbal Communication - Building Relationships - People Skills - Interpersonal Savvy - Problem Solving - Multi-tasking - High School Diploma - RAPIDS Certified (Certification occurs as part of the on-board training) - Security Requirement: Public Trust/NA CLC Requirements - Must have a high school diploma or GED. - Public Trust/NA CLC (InspiriTec will assist/cover costs, but job offer is contingent upon obtaining clearance). - The following documents may be required to start the clearance: Social security card, birth certificate, proof of citizenship. Company Description