Junior Help Desk Agent (2843)

PSI Pax is an Economically Disadvantaged Woman-Owned Small Business (EDWOSB) Headquartered in Patuxent River, MD.

We are recognized as key contributors to our DOD Customer’s mission specializing in Information Technology, enterprise resource planning, b usiness and financial management, acquisition, and logistics.

PSI Pax is at the forefront of innovation in supporting our DOD customer’s complex requirements.

We help our customers nationwide coordinate services across their enterprises, enhance efficiency through process improvement, and delivering quality services within cost and on schedule.

• 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.