Job description

Summary The MIL Corporation seeks an Overseas Customer Support Analyst (Help Desk Support Specialist 1) to support a Federal Government client at our Charleston, SC location. The analyst will work in cooperation with the Bureau of the Comptroller and Global Financial Services (CGFS) in the Office of Customer Engagement. The employee will work an 8-hour shift between the hours of 6:00 am to 6:00 pm or as assigned per desk schedule with a non-compensated 30-minute lunch. Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is a full-time onsite position with allowances for Situational Teleworking under approved guidelines. Responsibilities • During hours of operation, analysts are expected to be available to respond to incoming calls and emails, serve as the first line of support for system-related questions from overseas posts, and document all customer inquiries and issues in Engage CGFS. Engage CGFS is a customer support portal built on ServiceNow technology that tracks customer communications, including phone calls, emails, and ongoing interactions, from initial contact through final resolution and ticket closure. • Coordinate with cashier monitors, accountants, Financial Management Officers, subject matter experts and other day-to- day users on multiple software programs designed to manage all aspects of financial operation • Update cases whenever additional correspondence or research is performed on behalf of the customer and will only close a case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution. • 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 Engage CGFS for common customer questions on financial systems and financial management issues • Appropriately escalate to Tier II analysts more complex issues. • Provide team leadership once proven in the client environment Travel None Required Qualifications • Experience performing technical tasks and analysis • Ability to clearly communicate in a professional manner • Critical thinking and problem-solving skills • The ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance • Prior customer service experience Desired Qualifications • Experience providing technical support in high-volume environments • Experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures • Experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems similar in size, complexity, and scope to the DoS systems. Education BA/BS, preferably in Accounting Clearance Must be eligible to obtain a Secret clearance. Compensation The MIL Corporation values your contributions and offers a range of benefits to support your overall well-being. We are pleased to offer a comprehensive range of benefits to our full-time employees which includes health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process. Salary at MIL is determined based on factors such as qualifications, experience, and contractual limitations. For this position, the projected compensation range is $50,000 - $55,000 per year. This estimate represents the typical salary range and is just one part of MIL’s complete compensation package. Learn more on the MIL Careers page. Why MIL? The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology – and we are looking for candidates like you! MIL offers opportunities for professionals at all stages of their careers, from early-career candidates to experienced industry professionals. We are known for a collaborative, people-first culture where employees are supported, valued, and encouraged to grow. This commitment to our people and our work is reflected in the industry and workplace awards MIL has received over the years. • 2021 - 2024, Top Workplaces USA award (Energage) • 2017 - 2025 Top Workplaces Award, Greater Washington Area (The Washington Post) • 2018 - 2025 Certified Great Workplace, Great Place to Work® • 2021 - 2025, Best Workplaces in Consulting & Professional Services™ • 2021 Fortune Best Workplaces for Millennials™ • 2018 Fortune, Great Place to Work: Best Place to Work for Diversity • 2017, 2020 - 2025 Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine) • 2025 Corporate Partnership Award, Association of Fundraising Professionals, Maryland Chapter • 2025 Moxie Award, GovCon Category • 2024 Patriot Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense • 2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Requirements

Must-haves

Coordinate with cashier monitors, accountants, Financial Management Officers, subject matter experts and other day-to- day users on multiple software programs designed to manage all aspects of financial operation
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
Appropriately escalate to Tier II analysts more complex issues.
Provide team leadership once proven in the client environment
Experience performing technical tasks and analysis
Ability to clearly communicate in a professional manner
Critical thinking and problem-solving skills
The ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance
Prior customer service experience

Nice-to-haves

Experience providing technical support in high-volume environments
Experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures
Experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems similar in size, complexity, and scope to the DoS systems.
BA/BS, preferably in Accounting
Must be eligible to obtain a Secret clearance.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: taleo-tbe
Effort: medium

Benefits

Benefits detected in the listing.

Paid Time Off