Summary
The MIL Corporation is looking for a Payroll Customer Support Analyst (Help Desk Support Specialist I) for a Federal Government client in Charleston, SC. This position will provide payroll processing support by phone and email to American employees and retirees.
The position currently requires an on-site schedule. Schedule is subject to change based on company/contract requirements.
Responsibilities
Ensure that the Payroll Customer Support Desk voicemail is addressed both at the beginning of the day and throughout the day.
Provide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions. Ticket and provide customer assistance for these calls according to Payroll Customer Support desk procedures.
Strive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create ServiceNow tickets to record the details of the issue and to document the receipt of the customer's initial contact.
Update ServiceNow tickets any time that additional correspondence or research is performed on behalf of the customer and close a ServiceNow ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolution.
Assist the customer through the entire process of research, gathering data, performing analysis and resolving the issue for both emails and phone calls.
Research DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house).
Write GFS Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activities.
Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures.
Follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket's status.
Identify select Payroll and Retirement tickets which are critical to the success of GFS's business as "Level II". Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow-up on the status of the tickets.
Escalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriate.
Ensure constant coverage on the support Desk between the hours of 8:30 and 4:30pm Monday through Friday.
Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirements. The technician may suggest and may be required to implement new strategies and policies. These strategies and policies may impact a customer's satisfaction or the procedures within CGFS offices.
Travel
None
Required Qualifications
Minimum of one year of overall relevant (payroll processing or customer service) professional experience.
Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
Experience working with web based or client-server technologies and experience performing business systems analysis. Accounting procedures, policies and operations may be substituted
Superior verbal and written communication and organizational skills.
Desired Qualifications
Education
HS/GED
Clearance
Ability to obtain Secret clearance
Compensation
The SCA (Service Contract Act) role at The MIL Corporation is subject to the regulations and guidelines set forth by the U.S. Department of Labor. As an SCA position, it is classified as a service contract and is subject to specific wage determinations and benefit requirements mandated by the government.
The compensation and benefits for the SCA role at The MIL Corporation will be in accordance with the prevailing wage rates and benefits specified by the Department of Labor for the specific job classification and location. The current rate is $19.24 - $24.04 per hour. Final salary for this position is determined based on factors such as individual qualifications, education, experience, and contractual limitations.
Why MIL?
The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you! Whether you're fresh out of college, the military, or well into your professional services career, MIL has great job opportunities that might be a great fit.
Here at MIL, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Some of our most recent awards include:
2021-2024, Top Workplaces USA award (Energage)
2017-2024 Top Workplaces Award, Greater Washington Area (The Washington Post)
2018-2025 Certified Great Workplace, Great Place to Work
2021 - 2024, Best Workplaces in Consulting & Professional Services
2021 Fortune Best Workplaces for Millennials
2018 Fortune, Great Place to Work: Best Place to Work for Diversity
2020- 2024, 2017, Top Workplace Award, South Carolina (Greenville Business Magazine, Columbia Business Monthly, and Charleston Business Magazine)
2024 Patriot Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
2022 Freedom Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense
If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, MIL welcomes you. Become a part of something greater, where you, the people, make the difference.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
The MIL Corporation
Mar 29, 2025