Help Desk Analyst
As a Help Desk Analyst, you will:
Conduct trend analysis of data input into an automated management system to identify problems and recommend solutions with regards to the Help Desk process Cultivate the Knowledge Library utilized by the Help Desk Team Train and mentor the Help Desk Team Respond to requests for assistance for Federal employment, job opportunity announcements (JOAs), Federal Employees Health Benefits (FEHB), Federal Employees' Life Insurance (FEGLI), Thrift Savings Plan (TSP), and Temporary Continuation of Coverage (TCC), and other current Oak Ridge HR Shared Service Center/Human Capital (HC) activities and events Log all telephone calls and correspondence, including both electronic and written correspondence (mail and/or hard copy forms), into an automated management system and assign non-routine/complex inquiries to the appropriate subject matter expert (SME) function for resolution SPECIALIZED EXPERIENCE REQUIREMENTS:
Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. A qualified candidate's online application and resume must demonstrate at least one year of specialized experience equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position is defined as:
Experience in analyzing data within automated systems and providing trends and metrics to leadership. Experience advising on a wide range of federal human resources guidelines, laws, and regulations. Experience drafting operating procedures and policy revisions. OR EDUCATION:
Master's or equivalent graduate degree or two full years progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related to the work of this position as described in the vacancy announcement. OR A combination of education and specialized
Experience:
Equivalent combinations of successfully completed graduate education (in excess of the first year or 18 semester hours) and specialized experience may be used to meet total experience. Details of your qualifying experience must be clearly indicated AND Transcripts must be submitted at the time of application. KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
Your application and resume should demonstrate that you possess the following knowledge, skills and abilities (KSAs). Do not provide a separate narrative written statement. Rather, you must describe in your application how your past work experience demonstrates that you possess the KSAs identified below. Cite specific examples of employment or experience contained in your resume and describe how this experience has prepared you to successfully perform the duties of this position. DO NOT write see resume in your application! Knowledge of the theory and principles of management and organization, including common administrative practices and procedures, such as those pertaining to areas of responsibility, channels of communication, delegation of authority, routing correspondence, filing systems, and storage of files and records to administer the day-to-day operation of a Help Desk. Knowledge of analytical and evaluation techniques to develop and produce various trend analysis reports and productivity charting based on data (type of inquiry, resolution, time for resolution, etc.) retrieved from an automated management system. Knowledge of standardized administrative procedures to conduct studies to recommend best practices. Knowledge of and skill in applying a comprehensive body of HR rules, procedures, and technical methods sufficient to respond to requests for assistance from both internal and external customers. Skill and ability to apply knowledge of federal employee benefits sufficient to research, identify, and explain complicated and in-depth employee benefit-related issues, including health benefits conversions and annuity calculations. Knowledge of automated systems, including an automated job announcement system, e-OPF, benefit system, etc. at a level to respond to routine inquiries. Skill and ability to research non-routine inquiries and recommend solutions to supervisor or higher grade Specialist. Ability to plan and carry out defined projects. Skill and ability to communicate orally and in writing. Knowledge of and the skill and ability to utilize an automated word processing, spreadsheet, electronic mail, and presentation computer programs to create correspondence, reports/metrics, and presentations. Experience refers to paid and unpaid experience. Examples of qualifying unpaid experience may include:
volunteer work done through National Service programs (such as Peace Corps and AmeriCorps); as well as work for other community-based philanthropic and social organizations. Volunteer work helps build critical competencies, knowledge, and skills; and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.Time-in-Grade:
Current Federal employees must meet time-in-grade requirements by the closing date of this announcement to receive consideration.CTAP/ICTAP candidates:
To be considered well qualified you must meet all of the requirements as described in this section.You must meet all qualifications and eligibility requirements by the closing date of this announcement.
Estimated Salary: $20 to $28 per hour based on qualifications.
Conduct trend analysis of data input into an automated management system to identify problems and recommend solutions with regards to the Help Desk process Cultivate the Knowledge Library utilized by the Help Desk Team Train and mentor the Help Desk Team Respond to requests for assistance for Federal employment, job opportunity announcements (JOAs), Federal Employees Health Benefits (FEHB), Federal Employees' Life Insurance (FEGLI), Thrift Savings Plan (TSP), and Temporary Continuation of Coverage (TCC), and other current Oak Ridge HR Shared Service Center/Human Capital (HC) activities and events Log all telephone calls and correspondence, including both electronic and written correspondence (mail and/or hard copy forms), into an automated management system and assign non-routine/complex inquiries to the appropriate subject matter expert (SME) function for resolution SPECIALIZED EXPERIENCE REQUIREMENTS:
Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. A qualified candidate's online application and resume must demonstrate at least one year of specialized experience equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position is defined as:
Experience in analyzing data within automated systems and providing trends and metrics to leadership. Experience advising on a wide range of federal human resources guidelines, laws, and regulations. Experience drafting operating procedures and policy revisions. OR EDUCATION:
Master's or equivalent graduate degree or two full years progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related to the work of this position as described in the vacancy announcement. OR A combination of education and specialized
Experience:
Equivalent combinations of successfully completed graduate education (in excess of the first year or 18 semester hours) and specialized experience may be used to meet total experience. Details of your qualifying experience must be clearly indicated AND Transcripts must be submitted at the time of application. KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
Your application and resume should demonstrate that you possess the following knowledge, skills and abilities (KSAs). Do not provide a separate narrative written statement. Rather, you must describe in your application how your past work experience demonstrates that you possess the KSAs identified below. Cite specific examples of employment or experience contained in your resume and describe how this experience has prepared you to successfully perform the duties of this position. DO NOT write see resume in your application! Knowledge of the theory and principles of management and organization, including common administrative practices and procedures, such as those pertaining to areas of responsibility, channels of communication, delegation of authority, routing correspondence, filing systems, and storage of files and records to administer the day-to-day operation of a Help Desk. Knowledge of analytical and evaluation techniques to develop and produce various trend analysis reports and productivity charting based on data (type of inquiry, resolution, time for resolution, etc.) retrieved from an automated management system. Knowledge of standardized administrative procedures to conduct studies to recommend best practices. Knowledge of and skill in applying a comprehensive body of HR rules, procedures, and technical methods sufficient to respond to requests for assistance from both internal and external customers. Skill and ability to apply knowledge of federal employee benefits sufficient to research, identify, and explain complicated and in-depth employee benefit-related issues, including health benefits conversions and annuity calculations. Knowledge of automated systems, including an automated job announcement system, e-OPF, benefit system, etc. at a level to respond to routine inquiries. Skill and ability to research non-routine inquiries and recommend solutions to supervisor or higher grade Specialist. Ability to plan and carry out defined projects. Skill and ability to communicate orally and in writing. Knowledge of and the skill and ability to utilize an automated word processing, spreadsheet, electronic mail, and presentation computer programs to create correspondence, reports/metrics, and presentations. Experience refers to paid and unpaid experience. Examples of qualifying unpaid experience may include:
volunteer work done through National Service programs (such as Peace Corps and AmeriCorps); as well as work for other community-based philanthropic and social organizations. Volunteer work helps build critical competencies, knowledge, and skills; and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.Time-in-Grade:
Current Federal employees must meet time-in-grade requirements by the closing date of this announcement to receive consideration.CTAP/ICTAP candidates:
To be considered well qualified you must meet all of the requirements as described in this section.You must meet all qualifications and eligibility requirements by the closing date of this announcement.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$52,905 to $68,777 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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