Junior Help Desk Specialist

Great Waters Federal is part of the Seneca Nation Group (SNG) portfolio of companies. SNGis Seneca Holdings' federal government contracting business that meets mission-critical needs of federal civilian, defense, and intelligence community customers. Our portfolio comprises multiple subsidiaries that participate in the Small Business Administration 8(a) program. To learn more about SNG, visitthe website and follow us onLinkedIn.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs.Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Great Waters Federal is seeking a Junior Help Desk Specialist in Dayton,OH.The Junior Help Desk Specialist is responsible for providing first-level technical support to customers, with a primary focus on user account provisioning across multiple systems and responding to fundamental "how-to" and access-related inquiries. This role serves as a key point of contact for customers, ensuring timely, accurate, and courteous support while ensuring issues are properly documented, routed, and tracked. The position operates under the oversight of senior help desk personnel and functional leads

Responsibilities:

* Provision, modify, and deactivate user accounts across multiple systems and applications in accordance with established policies and procedures

* Respond to customer inquiries related to system access, navigation, and basic system functionality

* Assist users with executing system functions and navigating established financial business processes within managed systems

* Troubleshoot and resolve common technical issues, escalating more complex problems to appropriate teams when necessary

* Collaborate effectively with teammates in a fast-paced, customer-focused environment to ensure timely resolution of user needs

* Document customer interactions, requests, and resolutions within the designated ticketing or case management system

* Follow security, compliance, and data protection standards at all times

* Conduct preliminary analysis of customer inquiries to identify trends, common issues, and opportunities for process improvement

* Provide clear guidance to users and stakeholders on correctly completing standard tasks and transactions

* Collaborate with other teams to ensure efficient operation of the organization

* Support the creation, maintenance, and distribution of user-facing documentation, job aids, and standard operating procedures

Required Qualifications:

* 1+ years of relevant experience in help desk support, customer service, financial systems support, or a related field

* Strong organizational and multitasking skills

* Excellent customer service and communication skills

* Proficiency in Microsoft Office Suite and other relevant software

* Ability to work effectively in a team environment

* Ability to obtain a U.S. secret level security clearance (requires US Citizenship)

Preferred Qualifications:

* Bachelor's degree