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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. 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.
Buchanan & Edwards, Inc. (BE) is an Information Technology and Professional Services consulting firm located in Arlington, VA. BE is a diversified high-technology services company, providing government, commercial and nonprofit agencies technology solutions and organizational management services to ensure mission success. Serving the federal sector since 1998, we base our solutions on an in-depth understanding of our clients, their mission and the unique challenges they face. BE is the winner of the 2015 Microsoft U.S. Federal Solution Partner of the Year award, a 2015 and 2016 Washington Post Top Workplace and has been an Inc. 500/5000 awardee for six consecutive years.
Buchanan & Edwards, Inc. is dedicated to fostering, cultivating and preserving a culture of diversity and inclusion. We are committed to crafting a workplace that endorses creativity and innovation, and promotes engagement through open communication, acceptance of new people and ideas, and a supportive team dynamic. Buchanan & Edwards, Inc. is an equal Opportunity Employer –Minorities / Women / Veterans / Individuals with Disabilities / Gender Identity / Sexual Orientation. Buchanan & Edwards is an E-Verify employer.