Help Desk Analyst - NROWS at Enterprise Information Services, LLC in new orleans, Louisiana

Posted in Other 19 days ago.

Job Description:

Security Clearance required:


Cognosante is on a mission to transform our country's healthcare and safety system. We are a mission-driventechnologycompanythatdelivers innovativeand transformativesolutions togovernment. Our missions inform our market focus,business strategy,investments,and culture.Cognosanteisdedicated to supporting the health, safety,and well-being ofAmericanswho serve the nation and providing assistance tothose who need it most.

Job Description
Cognosante is seeking candidate to become a part of a close knit group of professionals for Service Desk careers to support the Navy Reserve Order Writing System Service Desk, NROWS.The NROWS system is used by all Navy Reservist who are applying to go on orders for travel. This is an excellent opportunity to become a part of our team working for the Navy's Naval Information Warfare Centers, NIWC-Atlantic Service Support Center located in New Orleans, LA. Navy Veterans/Retirees, Navy Reservists or Navy Civilian employees would be given great consideration.

Key Responsibilities

  • Navigate within the NROWS program to assist customers with the status of their orders and to provide technical support for issues they are experiencing within the program.

  • Promptly and courteously respond to customer inquiries via phone, voicemail, E-mail and include the concepts of Total Contact Ownership by owning every service request or incident.

  • Monitor and continue to work on the customer's service request or incident and follow up with the customer until that issue is resolved to the customer's satisfaction.

Required Qualifications

Clearance:US Citizenship andactiveSecret Clearance required

Education:High School Diploma or GED

YearsExperience:1 year with NROWS or 4 years US Navy

Required Skills/Experience:

  • Ability to effectively troubleshoot and resolve problem issues.

  • Ability to multi-task in a fast-paced environment.

  • Work effectively with little instruction on day-to-day tasks and general instructions on new projects or assignments.

  • Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.

  • Military experience is a Plus.

  • Must be able to work autonomously as well as being a team player.

  • Familiar with MS Office applications (Word, Excel, PowerPoint, Outlook).

  • NROWS experience.

  • Clear thinker with excellent interpersonal, written, and verbal communication skill

Desired Skills/Experience:

  • ITSM (ticket writing and tracking). Ability to select the proper template based on customer requirements. Collaborate with the team to create new templates as needed

  • 1-year experience with Navy Reserve Order Writing System or 4 years US Navy experience.

  • 2 Year experience in customer service.
    HDI, KCS, and ITIL a plus