Call Center Engineer

TekSynap

5h•Remote

About The Position

We are seeking a Call Center Engineer to join our team supporting the Department of Transportation. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

High School diploma or equivalent and 1–2 years of technical support experience in a service desk or help desk environment; relevant technical certification preferred.
Demonstrated written and verbal communication skills with the ability to document issues clearly and provide customer-focused support.
Proven reliability, accountability, and problem-solving ability in a structured support environment.
Ability to work collaboratively within a team-based, high-volume service desk environment while managing multiple priorities.
Ability to obtain the HDI Customer Service Representative (CSR) certification within 6 months of hire.
Candidate must be a U.S. Citizen
Must be able to successfully obtain a Public Trust

Responsibilities

Serve as the first point of contact for Department of Transportation (DOT) end users, providing Tier 1 technical support and issue intake.
Create, document, and manage Interactions and Incidents within the IT service management (ITSM) system in accordance with established procedures.
Provide Tier 1 technical and process support via phone, email, self-service portal, and walk-in requests.
Troubleshoot and resolve issues related to Windows operating systems and Microsoft Office applications; escalate complex incidents to Tier 2/3 support teams as required.
Support the Request Fulfillment process by accurately processing and tracking Service Requests.
Maintain end-to-end ownership of assigned tickets, including follow-up with end users and coordination with escalation teams through resolution.
Research reported issues, identify root causes when possible, and apply documented solutions or workarounds.
Accurately document troubleshooting steps, resolutions, installations, and remedial actions in the case management system.
Deliver consistent, professional customer service to DOT employees, contractors, and internal stakeholders in alignment with service level agreements (SLAs).
Collaborate with internal departments to maintain effective working relationships and support continuous service improvement initiatives.
Perform additional duties as assigned in support of contract requirements.