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Help Desk Agent (On-call)(2887)
PSI Pax
Maryland, USA
Full-time
Mid · 3+ years experience
Onsite
Discovered 1 weeks ago
computer hardwareknowledge management system
Free
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computer hardwareknowledge management system
Key Skills for This Role
computer hardwareknowledge management system
Full Job Posting
- Provide Tier 1 technical assistance to computer program users.
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
- Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
- Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
- Resolve incidents or requests as required.
- Conduct customer satisfaction call backs and record results.
- Attend ongoing Government-provided knowledge transfer and training sessions.
- Stay abreast of all changes in standard operating procedures.
- Utilize the Knowledge Management System to assist with call resolution.
- Attend team meetings as required.
- Must be able to attend an on-site four (4) week training program at NAS PAX River.
- Less than three (3) years of experience performing work related to the functions in the job description.
- Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
- Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
- Extensive knowledge and experience of customer service.
- Good interpersonal, Problem-solving, and Time management skills.
- Good written, oral, and interpersonal communication skills.
- Strong attention to detail, organizational skills, and a commitment to quality.
- Ability to conduct research into PC and software issues and products as required.
- Eligibility to pass the required Government background check and obtain a public trust level Clearance.
- A current, active Non-NISP Clearance, Public Trust or higher-level US clearance
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