Job Title:   Data and IT Analyst & Customer Service/Administrative Support

Summary: This position assumes the roles of both the Data & Information Technology Analyst and the Customer Service/Admin Support for this location.

Data and Information Technology Analyst (.50):

Data and IT Analyst personnel provide hardware, software, troubleshooting, and training support for FFSC program staff.

Customer Service/Administrative Support (.50):

Customer Service/Administrative Support personnel are normally the first point of contact for a client. They are responsible for providing basic information, scheduling appointments, and providing administrative support functions.

Essential Duties and Responsibilities

 Data and IT Analyst:

• Perform database queries, compile and analyze data, identify trends, and furnish statistical analyses and reports pertaining to FFSC service delivery
• Compile installation inputs to recurring reports required by CNIC Headquarters or Regional Program Managers
• Establish procedures to ensure the accurate and efficient collection and entry of data into FFSMIS, as well as other potential data bases used to gather regional or installation data
• Input and monitor data collection and reporting functions in support of the FFSP support operations and procedures for the receiving, compiling, verifying, and editing of data received
• Managed shared network drives at the Regional or Installation level
• Provide website development and maintenance, systems administration, systems analysis, troubleshooting, and technical support on FFSP software applications to FFSP staff
• Deliver training to staff in the use of software applications
• Ensure classroom functionality (Internet and equipment support)
• Knowledge of database management and the ability to manipulate data to meet user needs
• Knowledge of standard computer systems and peripherals
• Ability to troubleshoot information technology support problems including hardware systems and relevant software
• Skilled in extracting data from management systems and in analyzing that data
• Ability to train non-IT staff members in all aspects of computer operation that may be required for their jobs
• Skilled in the use of intranet, internet technologies, and shared network drives
• Skilled in website development and maintenance

Customer Service/Admin Support:

• Receive, screen, and direct callers and walk-in customers to the appropriate FFSP staff
• Provide general, basic information and referral of customers to military and community resources, utilizing other FFSP staff for more in-depth, complicated requests for information.
• Enroll and schedule customers in briefs, workshops, and classes and individual appointments, when not provided through centralized scheduling.
• Provide administrative and clerical services
• Provide a variety of administrative and clerical support functions, e.g., finalizing official correspondence, preparing military messages, making travel arrangements, distributing mass mailings, managing files, taking messages for staff
• Ensure that information and referral services provided are entered and counted in FFSMIS
• Provide a variety of Counseling and Advocacy Program administrative support functions, e.g., preparing and finalizing official correspondence, data entry, attending and taking minutes at meetings, scheduling appointments, screening and directing potentially distraught and/or difficult callers or walk-in clients, managing files, maintaining referral and community resource directories
• Knowledge of basic customer service skills
• Ability to handle multiple tasks and determine priority of tasks
• Strong verbal and written skills
• Possess a general knowledge base of community and military resources
• Ability to follow directions carefully and understand complex protocols
• Ability to create meeting minutes, prepare correspondence, and conduct accurate data entry into required data systems
• Knowledge of military lifestyle and military ranks and organizations

Supervisory Responsibilities   

• This job has no supervisory responsibilities.

Required Education and/or Experience Qualifications

• Bachelor’s degree in quantitative analysis, information technology or a related field OR a combination of bachelor’s education and experience equivalent to a bachelor’s degree OR Four years’ equivalent experience
• Experience working with computers and office automation software
• Two years’ experience in providing qualitative or quantitative data compilation, analysis and reporting
• Two years’ experience providing database management, IT maintenance and support, software application troubleshooting ,and helpdesk support.

Preferred Qualifications

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

Other Skills and Abilities

This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work both independently and as part of a team.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Reasoning Ability - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Analytical, evaluative, and problem-solving abilities. Ability to conduct research into IT issues, technologies, and products.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Physical Demands:  Works in office areas.  Sits, stands, bends, lifts, and moves intermittently during working hours.   Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:  The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer