Help Desk Technician

Koniag Government Services, LLC•Baltimore, MD

8d•$18 - $21•Onsite

About The Position

Tuknik Government Services (TGS), a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust clearance. The role involves working in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR), identifying and reporting on a wide variety of hardware, software, mainframe access, and printer problems. The position requires being on the phones for 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Requirements

Ability to lift and carry up to 50 pounds (telework carrying equipment).
Ability to navigate from the parking lot to the entrance and then to the designated workspace.
Ability to work a minimum of 8 hours with a 30-minute lunch break.
Ability to sit or stand for a minimum of 8 hours with a 30-minute lunch break.
Great Written and Communication Skills - Must have the ability to convey information clearly and effectively.
Must live within 2 hours travel of the designated call center for which they are applying.
Must be able to obtain a Public Trust clearance.
HDI Customer Service Representative or an A+ certification.
Minimum of one year Call Center/Helpdesk experience.
Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.

Responsibilities

Provide detailed interaction/incident documentation of reported problems utilizing ServiceNow for both real-time voice and virtual reported problems.
Document and provide problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
Dispatch all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) and the Call Center Hardware Dispatch Guide.
Utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers.
Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
Accept and process virtual call inquiries for hardware and software.
Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level 2).
Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
Resolve all tickets only when a problem has been rectified to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
Gather information and follow required diagnostic procedures.
Respond to email in a timely manner.
Adhere to the Call Center Policy Document.
Adhere to the Standard Operating Procedures (SOP).