Help Desk Representative

1 week ago

Rockville, Maryland, United States Precise Software Solutions, Inc. Full time

We are seeking a highly motivated Help Desk Agent to support our cloud-based multi-tiered help desk operations, specifically within the public health sector.

The ideal candidate will provide Tier 1 support by resolving user inquiries and issues at the first point of contact, and escalating complex issues to the appropriate tier when necessary.

Must be USC/GC/EAD with ability to obtain a government public trust clearance

Responsibilities:

  • Provide Tier 1 support to callers by addressing issues and inquiries across various channels, including phone, email, and text.
  • Evaluate the needs of the caller and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.
  • Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.
  • Communicate effectively with callers to understand their needs, provide clear resolutions, and ensure a positive customer experience.
  • Facilitate translation services for non-English speaking callers following procedures.

Required Skills:

  • 3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.
  • Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.
  • Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.
  • Strong data entry and telephone skills.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • High attention to detail and a customer-focused approach.

Education:

  • Minimum High School Diploma with three (3) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
  • Associate's degree is preferred.

Good to have skills/Certifications:

  • Understanding of CDC or federal/state immunization programs.

ABOUT US

Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of success delivering quality services and solutions to government organizations.

A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities.

Precise helps their customers capitalize on the efficiencies offered by technological advancements and ensures the integrity of their IT systems and programs so they can perform their public mission more effectively.

The company is known for delivering agile and innovative solutions and specializes in strategic consulting, system modernization and integration, digital transformation and experience, infrastructure and cloud implementation, and data management and analytics.

BENEFITS AND PERKS:

Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.

Flexible Spending Accounts (FSA) & Health Savings Account (HSA)

Retirement Plan with 4% match and discretionary match at year end

Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)

Short Term and Long-Term Disability

Paid Parental Leave

Paid Jury Duty leave

Life and AD&D Insurance

Critical Illness Insurance

Training and Development

Wellness Incentives & Discount programs

Employee Referral Program

Annual Charity Donation Match

Awards and Recognition

Precise is an equal opportunity employer.

The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law.

We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

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