Service Desk Support Assistant (Help Desk)

Oneida Total Integrated Enterprises • Patuxent River, MD

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About The Position

Oneida Professional Services is looking for a Service Desk Support Assistant (Help Desk) to provide Calibrations Standards Management Support services which include help desk support and program management support for the NAVAIR Metrology and Calibration (METCAL) Program at Naval Air Station Patuxent River. This is an entry-level, non-technical, customer service-based position. The main responsibility of the position will be research and delegation of non-technical troubleshooting questions.

Requirements

• Knowledge and experience with customer service practices
• Knowledge and experience with relevant call tracking applications
• Knowledge and experience with incident tracking, and best help desk practices
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Must be able to work under general supervision, applying best practices and established procedures
• Ability to provide customer with outstanding customer care and service at all times
• Will need to be able to remain at a desk providing support over the phone for extended periods of time
• Interacts daily with supervisor, peer groups, and customers and must demonstrate excellent verbal and written communication and customer service
• Will be expected to communicate effectively via email
• Ability to meet deadlines
• Additional or different functions may be assigned from time to time
• Ability to obtain and maintain a DOD government security clearance
• A high school degree or GED required

Nice To Haves

• Experience with U.S. Navy or Marine Corp Calibration equipment a strong plus
• Prior Helpdesk experience is strongly preferred
• Bachelor’s degree preferred

Responsibilities

• Take calls and coordinates the Integrate Program Team (IPT) functional manager’s assistance for problem resolution
• Maintain analytical processes and procedures that are designed to provide timely responses to correctly and fully address customer problems and satisfy the customer's support requirement
• Log all service calls into a database to identification of Test, and Diagnostic (SE) support based on feedback
• Utilize database tools to assign issues and requests for service to appropriate IPT functional managers for resolution, and track progress of IPT actions to completion
• Maintain current metrics of key operational parameters and customer satisfaction surveys
• Document and maintain the Customer Support Process to review, triage, and assign to appropriate functional area the Integrated Product Support (IPS) issues raised by customers of NAVAIR METCAL (Metrology and Calibration)
• Cover normal eastern standard time business hours and provide answering machine, voice mail during out of business hour periods

What This Job Offers

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