Help Desk Agent

ServiceSource, Inc. • Newport News, VA

6d • Onsite

About The Position

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities. As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act. The Computer Operator II adapts to a variety of nonstandard problems that require extensive operator intervention (e.g. frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, this worker chooses or devises a course of action from among several alternatives and alters or deviates from standard procedures if standard procedures do not provide a solution (e.g. reassigning equipment in order to work around faulty equipment or transfer channels); then refers problems if necessary. Typically, the completed work is submitted to users without supervisory review.

Requirements

• High school diploma or GED required.
• At least one year of call center experience is required.
• Must be able to obtain and maintain a government-issued CAC.
• Must be able to work in a 24/7 operation and remain flexible to cover different shifts.
• Must be available to work some holidays, late evenings, overnight shifts, and during inclement weather or emergency situations.
• Must also be able to obtain and maintain a Secret clearance and earn CompTIA A+ and Network+ certifications, or CompTIA Security+.
• Understanding of personal computers, working knowledge of Microsoft operating systems (versions 7 and above), Microsoft Office Suites (version 10 and above), and internet browsers (Firefox, Internet Explorer, Edge) required.
• Must be able to resolve customer service-related issues.
• Must have strong communication and organization skills.
• Must pass all required pre- and post-employment background checks, including drug screening.

Nice To Haves

• Understanding of military terminology and Army Training programs preferred.

Responsibilities

• Provide telephonic and web-based tier 0 and tier 1 help desk support to military personnel throughout the world.
• Support customers telephonically with troubleshooting, repair, and problem resolution on a variety of assigned topics.
• Elevate appropriate issues to other commercial or government help desk personnel to define and facilitate ultimate timely resolution.
• Maintain records, logs, and reports of assistance.
• Capture daily metrics and provide reports to supervisor for evaluation.
• Share reports with government customer to ensure compliance with key performance indicators.
• Follow standard operating procedures, security processes and protocols and report any issues to supervisor as needed.
• Maintain GFE in satisfactory working order and report any issues to government support personnel to facilitate prompt repairs.
• Participate in ongoing training w/ staff and government trainers to stay current on the latest systems and program upgrades.
• Meet and/or exceed established quality standards.
• Work with teammates, supervisors and government staff to achieve all required project deliverables.
• Participate in regular team and project meetings to review performance and improve metrics as necessary.
• Complete training as needed.
• Perform other responsibilities as assigned.
• Provide effective customer support services including technical advice, trouble analysis problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
• Maintains records, logs, and reports of assistance.
• Continue to meet and/or exceed established key performance standards in relation to operating procedures, security processes and protocols.
• Meet and/or exceed established quality standards.
• Work with teammates, supervisors, and government staff to achieve all required project deliverables.
• Participate in regular team and project meetings to review performance and improve metrics as necessary.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• An Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED