CIVILIAN PAY TECHNICIAN (HELP DESK)

Duties described below reflect the full performance level GS-06. Duties assigned to an entry grade of GS-05 will be developmental in nature. The Civilian Pay Help Desk responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. Researches employee leave/pay issues based on inquiries that include special pay requests, validating and requesting changes to service computation dates, advising supervisors on overtime requests, and resolving issues regarding debt letters. The Help Desk technician’s primary function is to respond to inquiries in an environment involving high customer volume and sensitive content related to the overall entitlements/pay processes. Determines eligibility for pay and benefits based on appointment type and pay plan, tour of duty, and location of employment. Uses various automated systems and databases to: search