Payroll Helpdesk Technician

Accounting & Finance Charleston, South Carolina Job ID: 2017-338


Payroll Helpdesk Specialist, Customer Support & Training

Join the STG team working for the Department of State at their Global Compensation offices providing world-class compensation services to their employees and annuitants around the world.

Seeking candidate to fill Payroll Helpdesk Specialist position located at the U.S. Department of State in Charleston, SC.  This position will provide payroll processing support by phone and email.

Functional Responsibility:

  • Track phone calls, emails, and customer inquiries within the case management system
  • Create reports on a weekly, monthly, and cumulative basis for internal and external use
  • Provide front-line payroll customer phone support for incoming customer questions
  • Assist the customer through the entire process of research, gathering data, performing analysis and resolving the issue for both emails and phone calls
  • Research internal information sources to assist in answering client questions
  • Write Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activities


  • Two year degree (four year degree preferred) in accounting or a related field such as computer science or business administration
  • One to two years of relevant professional experience
  • One year of experience with mainframe, web based or client-server technologies and experience performing business systems analysis.  Accounting procedures, policies and operations may be substituted for IT experience
  • Experience performing technical task and analysis
  • Experience providing technical support in high-volume call centers or helpdesk support
  • Superior verbal and written communication and organizational skills

Software Systems Utilized:

CAPPS (Consolidated American Personnel & Payroll System), Reportweb, Employee Express, Microsoft 2007, GFS Knowledge Base, Integrated Enterprise Management System (Universal Tracking Ticket) & various websites of government agencies (Employee Express, IRS, TSP. Office of Personnel Management (OPM)).


*Must achieve an interim secret clearance to begin work.

**Must be a US citizen to be eligible to obtain secret clearance.