Technical Information Specialists (College Park,MD)

Ivyhill Technologies LLC•College Park, MD

77d

About The Position

Ivyhill Technologies has an immediate need for Technical Information Specialists (TIS) for our project located in College Park, MD. The qualified candidates will support a helpdesk by addressing inquiries and requests for assistance received via phone calls and emails. The successful candidate will conduct him/herself in a professional manner, open a helpdesk ticket to record the inquiry details, provide a resolution for the inquiry, assign the solution code, and track the ticket through resolution. Additionally, the TIS will perform review and analysis of inquiries and calls, perform quality control and quality assurance tasks, escalate complex issues to senior staff or supervisor, and bring them to resolution. The TIS will serve as a call center agent providing customer service and addressing/documenting/and resolving stakeholder inquiries or problems. The successful candidate will work as part of a team and be required to manage workload volumes independently.

Requirements

Have the ability to support stakeholders on a variety of issues exhibiting excellent customer service skills
Have excellent verbal and written communication skills
Have excellent analytical skills
Ability to identify, research, and resolve technical problems
Ability to respond to telephone calls and email requests for regulatory-related matters
Ability to use computer applications and office equipment such as Microsoft Office, copiers/scanners, fax machines, phones and ticketing systems
Comply with helpdesk and government agency policies and procedures
Document, track, and monitor the issue to ensure timely resolution
Ability to complete assignments independently and assist others with their assignments when needed
Must have a minimum of a High School Diploma or equivalent.
Three (3) years of relevant experience working in an office environment with a records management background.
Security clearance - current or ability to obtain public trust clearance

Nice To Haves

Prior call center or helpdesk experience preferred and considered a plus.
Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (https://maps.certify.sba.gov/hubzone/map).

Responsibilities

Handle phone calls and emails from internal and external stakeholders and the public
Respond to and diagnose inquiry/problem through discussion with stakeholders
Ensure timely processing and ticket creation, to include issue recognition, research, isolation, resolution, and follow-up and/or escalation as needed
Provide support to stakeholders on a variety of issues
Continually develop understanding of new regulatory policies, solution codes, resolution steps, and familiarity with the ticketing/telephony system
Possess and apply a comprehensive knowledge across key tasks
Resolve complex issues and escalate issues that require subject matter expertise to appropriate team and POCs.
Perform work in accordance with processes and procedures and contribute to process improvement activities
Track issues through resolution, gather statistics, and compile reports
Conduct research to resolve pending issues and obtain missing information
Perform coding and data entry