Service Center Analyst

IQUASAR LLC

7d • $22 - $22 • Remote

About The Position

iQuasar LLC is hiring a Service Center Analyst to provide remote customer support for Federal Government systems and applications. Support is primarily delivered by phone and electronic communications, including chat, email, and fax. The role is described as full-time and remote, with locations listed as Washington, D.C., or Denver, Colorado. Candidates must reside within an hour’s commute of Washington, D.C., or Denver, Colorado.

This is a contract position that requires a clearance. Candidates must be U.S. citizens or have held Legal Permanent Resident (Green Card) status for at least three years to obtain the required clearance. The company identifies itself as an Equal Opportunity Employer and states its commitment to supporting military spouses, veterans, and inclusive hiring practices.

Requirements

• High school diploma or equivalent.
• Must reside within an hour’s commute of Washington, D.C., or Denver, Colorado.
• At least two years of customer service experience.
• HDI Analyst Certification (such as CSA, SCA, or DST) required within 90 business days of hire.
• Strong critical-thinking abilities.
• Excellent active-listening and communication skills.
• Experience with ticketing applications such as Jira, ServiceNow, or other customer service tracking systems.
• Must be a U.S. citizen or have held Legal Permanent Resident (Green Card) status for a minimum of three years to obtain the required clearance.

Nice To Haves

• Bachelor’s degree.
• Experience in a service desk or call center environment.
• Familiarity with BMC Remedy Service Management.
• Experience providing technical support for Human Resource-based IT applications.

Responsibilities

• Handle incoming customer requests by phone.
• Handle incoming electronic customer requests through chat, email, and fax.
• Create, track, and resolve Human Resources application incidents and service requests.
• Fulfill customer requests in a timely manner to meet Service Level Agreements (SLAs).
• Research customer requests to provide accurate information and resolutions.
• Escalate requests that cannot be handled at the Service Center to the appropriate support team.
• Clarify customer issues and requests to ensure proper resolution or escalation.
• Create, update, and retire Service Center knowledge documentation.
• Attend and participate in team meetings to discuss process improvements and changes to service offerings.

What This Job Offers

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