Secure Call Center / Helpdesk Operator (TS/SCI with Poly Required)
About The Position
Looking to get your foot-in-the-door in the fast-growing and rewarding career field of IT support services? If you hold a TS/SCI clearance, then you’re in luck! DeNOVO is hiring for our service center team and seeking self-starters eager to learn and gain on-the-job experience. In this entry level opportunity, you will support server, storage, and network systems within Enterprise Data Centers across the globe. Not only will you make a difference supporting a worldwide 24x7x365 mission, but you can do so while pursuing professional IT certifications for future career advancement! In this position your responsibilities include, but not limited to the following: Provides basic support and troubleshooting, such as, break/fix instructions, ticket routing and escalation to Tier 2 support in a Sensitive Compartmented Information Facility. Dispatching out the appropriate level of support within next day of call. Evaluates inquiry by determining nature of issue as hardware, software, or user. Tracks status of inquiry resolution by checking with referred resource. Log all inquiries and provide timely ticket documentation. Assign unresolved Incidents to appropriate support teams in a timely manner. Identify and escalate situations requiring urgent attention and document the voice contact/warm transfer of the incident. Provides information by collecting, analyzing, and summarizing inquiry and service trends. Updates job knowledge by participating in educational opportunities. Answer and respond to customers’ requests via phone, email, chat and text. Provide accurate and timely ticket documentation.
Requirements
- Excellent oral and written communication skills
- Able to speak and write clear and concise English
- Team player with a strong commitment to customer satisfaction
- Highly motivated
- Have a strong interest in technology
- Enjoy solving complex problems
- Hard working self-starter
- Knows how to be a team player
- Flexibility in working hours and comfortable working in a shift environment.
- TS/SCI with CI Polygraph
Responsibilities
- Provides basic support and troubleshooting, such as, break/fix instructions, ticket routing and escalation to Tier 2 support in a Sensitive Compartmented Information Facility.
- Dispatching out the appropriate level of support within next day of call.
- Evaluates inquiry by determining nature of issue as hardware, software, or user.
- Tracks status of inquiry resolution by checking with referred resource.
- Log all inquiries and provide timely ticket documentation.
- Assign unresolved Incidents to appropriate support teams in a timely manner.
- Identify and escalate situations requiring urgent attention and document the voice contact/warm transfer of the incident.
- Provides information by collecting, analyzing, and summarizing inquiry and service trends.
- Updates job knowledge by participating in educational opportunities.
- Answer and respond to customers’ requests via phone, email, chat and text.
- Provide accurate and timely ticket documentation.
Benefits
- Medical, Dental, and Vision Premiums 100% Employer Paid for you and your legal dependents.
- Short-Term & Long-Term Disability
- 401k with 6% Match
- 11 Paid Federal Holidays
- 120 hours of Paid Time Off (PTO)
- Company Outings and Trips
- Tuition Reimbursement, Skillset Training, and New/Renewed Certification assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
