Implementation Desk Coordinator- Tier 2

LMI • Washington, DC

6d • Hybrid

About The Position

The Tier 2 Implementation Desk Coordinator will be responsible for supporting a Salesforce ticketing system remotely for USPS. The candidate will provide Implementation Desk support to customers via the Salesforce application and primarily through email, with telephone, MS Teams, and conference calls as well. This position supports the USPS customer 2 days per week on-site with 3 days of telework at the L’Enfant Plaza Headquarters in Washington, DC.

Requirements

• Bachelor’s or graduate degree in IT or related field
• 2-4 years of experience providing implementation/help desk support, remotely or on-site.
• Minimum of 2 years of customer experience
• Ability to follow policies, procedures, and regulations.
• Ability to work effectively independently as well as in a team environment.
• Ability to take on a high level of responsibility, initiative, and accountability.
• Exceptional interpersonal and verbal/written communication skills, with proven ability to communicate technical information to non-technical personnel and communicate with management, business personnel, and peers concerning IT-related issues.
• Excellent critical thinking and problem-solving skills to aid in the identification, communication, and resolution of issues in a precise and timely fashion.
• Capability to self-motivate, work independently, and balance multiple on-going projects.
• Highly proficient MS Office Suite skills to provide detailed analysis and views of data pulled from various data sources.
• Well-spoken and articulate and with the ability to communicate with all levels of leadership and Army organizations on financial matters.
• Must know how to work independently, but also as part of team and contribute to overall success of the LMI team.
• Must be able to obtain a USPS background check – only US citizens are able to pass these checks.
• Must be able to obtain a USPS Public Trust Clearance.

Nice To Haves

• Working knowledge of Salesforce

Responsibilities

• Responsible for Implementation Desk incident criticality adjudication and Tier 2 assignment or Tier 3 escalation.
• Responsible for maintaining resolution rate/time metrics and reporting requirements for the assigned business area of USPS.
• Responsible for Quality Assurance and Quality Control (QA/QC) for incidents associated with the functional business area of USPS.
• Responsible for all contact, follow-up, and notification of customers that are assigned to business area support.
• Provides review, research, and analysis on any configuration and change items (CI) that are not or have been completed in the system.
• Responsible for research and analysis using information found in various USPS systems such as Salesforce, ServiceNow, etc.
• Provides trends analysis and continuously reviews, researches, and provides input to Tier 1 call center training team to support End User Manuals updates.
• Provides assistance as needed to other team members to resolve a customer’s incident.
• Other duties as assigned to support USPS Business Team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level