Help Desk/Call Center Analyst

Help Desk/Call Center Analyst - Onsite and Remote work (hybrid role)

**Required: Secret Clearance**

Serve as a member of a service desk operations team that is the initial point of contact for customer support. Provide efficient, high-quality, and compassionate assistance to Members, former Members, and Families of the Armed Forces or their representatives and to the General Public. All successful candidates are required to be fully COVID-19 vaccinated.

Responsibilities:

• • Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
• • Ability to identify core issue and utilize the appropriate work procedures to address the issue.
• • Handle sensitive calls in a respectful and patient manner.
• • Document all interactions in an existing case management system.
• • Maintain and update records as communication and documents are received.
• • Escalate inquiries to government officials as required.
• • Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
• • Provide general information, directions, and other forms of assistance to the general public.
• • Works under direction of Team Lead.
• • Other tasks and responsibilities, as assigned.

Qualifications:

• • Previous experience in Hospitality Industry or in Customer Service preferred.
• • Excellent oral and written communication skills.
• • Basic computer skills (Microsoft Office).
• • Required: Security Clearance: Active or Interim Secret
• • Required: Must hold US citizenship.

Location:

• • Springfield, VA (On-site)

Flexible work from home options available.