TMS Clerk at People, Technology & Processes, LLC in Fort Knox, KY

Summary: People, Technology & Processes, LLC is seeking a TMS Clerk to provide telephone helpdesk services and manage telecommunications service requests at Fort Knox, KY. The role involves responding to trouble tickets, maintaining the TMS database, and ensuring compliance with service request processing and telecom billing.

Responsibilities:
- Provide Telephone Helpdesk service from 0700 - 1600, five (5) days a week, 52 weeks per year excluding federal holidays
- Provide TMS clean-up from 1600 to 1700 hours five (5) days a week, 52 weeks per year excluding federal holidays
- Respond to trouble ticket or service order in the ITSM/AESMP trouble ticket system for all trouble and service requests received. Receive work order documents, whether manual or automated, ensure appropriate time stamp, acknowledge emergency work requests of receipt, assign work to technicians, and document AESMP /TMS
- Answer and respond to Telephone Repair or Add, Move or Change service requests calls and process work orders that come in through Telephone Management System (TMS) and customer calls. The Contractor shall ensure all personnel fulfilling these positions are trained in the administration of the TMS, the Army Enterprise Service Desk (AESD) SNow/AESMP ticketing system and maintain their annual training and certification requirements
- Updating the user information assigned to the circuit records in the TMS database on a continual basis as customer requirements emerge
- Process requests for all approved moves, additions, and change requirements. The Contractor shall use the TMS to record the receipt of the work request, materials used, work hours, and completion dates
- Utilize the AESD / Army Enterprise Service Management Platform (AESMP) to create and close an ITSM ticket for each TMS ticket that is generated daily. This ITSM ticket will reflect the TMS ticket number for historical and metric measurements
- Maintain a file of all completed work requests for the life of the task order and make them available at any time to the Government
- Categorize work order requests as either routine or emergency/priority as defined by the current Army Information Technology Portfolio (AITP)
- Provide work orders’ status and projected completion data to the Site Manager in an effort to ensure completion of all work requests within the applicable timeframe designated in the AITP
- Accurately maintain the TMS database, including identifying physical location and status of the telephone lines for E911 response purposes
- Use the Government incident TMS for customer-generated cable-related work requests, including information in the work request: type of work to be performed, actual work that was performed, the man hours required to perform the work, the parts utilized to perform the work, and the cost of the parts
- Generate hard copies of work requests and work request data, on an as-needed basis
- Forward all communications trouble tickets to the appropriate work center or branch for fault isolation and problem resolution
- Document all parts and materials, within the ITSM/ AESMP ticketing system, used to complete the work
- Track both trouble tickets and work orders to ensure they are completed, repaired, and installed within the suspense date
- Input, update, and manage telecommunications service records within the TMS
- Track and reconcile inventory of phones, circuits, mobile devices, and telecom-related assets
- Support service request processing, including installs, moves, adds, and changes (IMACs)
- Assist with monthly telecom billing reviews, cost allocations, and discrepancy resolution
- Generate standard and ad hoc reports on telecom usage, asset status, and billing summaries
- Maintain accurate user and service databases, ensuring up-to-date point-of-contact and location data
- Interface with telecom vendors, help desk staff, and end users to resolve service-related issues
- Assist with documenting standard operating procedures and updating telecom records for audits and compliance

Required Qualifications:
- High school diploma or equivalent
- Proficiency with the most recent K&R TMS OS and software load (version 5.3.4) with enhanced features and functionality
- 1+ year of experience in telecom administration, help desk, or data entry roles
- Familiarity with Telephone Management Systems (e.g., Avaya CMS, NEC TMS, or DoD TMS equivalents)
- Proficiency in Microsoft Excel, Outlook, and Word
- Strong attention to detail, organizational skills, and customer service orientation
- Ability to handle sensitive information and maintain accurate, confidential records

Preferred Qualifications:
- associate degree in business, IT, or related field preferred
- Experience supporting telecommunications in a DoD or federal environment
- Familiarity with telecom infrastructure (voice, VoIP, mobile, or PBX systems)
- Knowledge of government or enterprise billing, cost centers, and telecom chargebacks

Required Skills: K&R TMS OS version 5.3.4, Telecom administration, Data entry, Telephone Management Systems, Avaya CMS, NEC TMS, DoD TMS, Microsoft Excel, Microsoft Outlook, Microsoft Word, Telecommunications infrastructure, Voice systems, VoIP systems, Mobile telecommunications, PBX systems, Government billing, Enterprise billing, Telecom cost centers, Telecom chargebacks, Customer service orientation