Management and Program Analyst GS- 11

U.S. Department of Education

About the organization

ED's mission is to promote student achievement and preparation for global competitiveness by fostering educational excellence and ensuring equal access.
ED was created in 1980 by combining offices from several federal agencies. ED's 4,400 employees and $68 billion budget are dedicated to:
• Establishing policies on federal financial aid for education, and distributing as well as monitoring those funds.
• Collecting data on America's schools and disseminating research.
• Focusing national attention on key educational issues.
• Prohibiting discrimination and ensuring equal access to education.

Duties

Provide Help Desk Tier 1 support for internal and external customers through tracking and resolving end-user application issues or
inquiries.
• Create accurate and timely incident reports and monitor customer inquiries to provide support for resolution and closure and
escalates issues as needed.
• Improve services by identifying support call trends and developing strategies for addressing the most frequently reported issues
while acting as a liaison between customers and internal support staff to ensure collaboration at all levels.

Qualifications

Experience working in a help desk environment using call tracking and automated call
distribution applications to include: Remedy Force, Surface now, Cisco or any similar systems.
Experience resolving help desk requests with internal and external customers either orally or
in writing. Experience in troubleshooting system issues, monitoring requests and escalating issues to include one or more of the following: federal financials, procurement, travel, or grant systems.
Excellent writing and speaking skills.
Excellent customer service skills.

Salary

$72,030

Application instructions

Contact email: [email protected]

To apply please email resumes to: [email protected]

Subject should read: Peace Corps application and the position of interest.

Applicant may be found qualified based on education.

Please provide transcript.

GS-7- 1 full year of graduate level education or superior academic achievement

GS- 9 master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related

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Equal Opportunity Employment

The posting employer has certified that this announcement complies with Peace Corps’ Equal Opportunity Employment policy:

The Peace Corps is committed to providing equal opportunity to all employees, Volunteers, and applicants for employment and volunteer service. Peace Corps policy prohibits discrimination and harassment because of race, color, religion, sex, national origin, age (40 or over), disability, sexual orientation, gender identity, gender expression, marital status, parental status, political affiliation, union membership, genetic information, or history of participation in the Equal Employment Opportunity process, grievance procedure, or any authorized complaint procedure.


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