Technical Support Specialist
2 weeks ago
Job Title: Service Desk Agent
Type: Contract - 6 Months
Shift: Day Shift
Compensation: $21.00/hr
Training: Willing to train on technology - must be willing to learn
Position Overview:
We are looking for dedicated and enthusiastic individuals to fulfill the role of Service Desk Agents. The ideal candidates will handle incoming internal customer inquiries, applying company protocols to resolve issues and escalating calls/tickets to appropriate support teams when necessary. As the initial point of contact for customer service challenges, we value candidates who prioritize customer satisfaction and possess the ability to make swift and precise decisions.
This role entails on-call support in rotation with fellow team members. Candidates must be able to obtain and maintain a TS/SCI clearance upon hire.
Support will be delivered in alignment with corporate and company policies as well as industry best practices. Exceptional customer service and communication skills are essential for the success of the team, the customers, and the candidates.
Key Responsibilities: The following responsibilities are not exhaustive and may be adjusted by the company at any time.
- Handle a high volume of inbound and outbound calls efficiently
- Adhere to call center scripts and troubleshooting guides for various topics
- Assess customer needs, clarify details, and provide effective solutions
- Track tickets and workflows in accordance with team SLAs
- Create documentation where it is lacking
- Manage Active Directory accounts
- Utilize remote support tools to assist users
- Possess a basic understanding of Windows 7, Windows 10, MAC OS, and Microsoft applications is advantageous
Required Skills and Qualifications:
- Ability to obtain and maintain a TS/SCI clearance upon hire
- Strong communication skills, including active listening
- Self-motivated and proactive attitude
- Effective problem-solving capabilities
- Customer-service oriented approach in all interactions
- Attention to detail and organizational skills
- Ability to prioritize tasks and follow established procedures for routine work, requiring guidance only for new assignments
Benefits Include:
- MEC/ACP Medical
- Voluntary Dental, Vision, Life, and Supplemental Income
- 401k (subject to eligibility requirements)
- Sick leave as mandated by state law
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