Ivyhill Technologies LLC ยท 2 months ago
Technical Information Specialists (College Park,MD)
College Park, MD
Full-time
Onsite
Mid Level
$45K/yr - $45K/yr
3+ years expIvyhill Technologies is seeking Technical Information Specialists (TIS) to support a helpdesk in College Park, MD. The role involves addressing inquiries through phone and email, conducting quality control, and resolving stakeholder issues while maintaining professional customer service standards.
Cyber SecurityHuman ResourcesIT Infrastructure
No H1B
U.S. Citizen Only
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
Qualification
Required
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
Preferred
Prior call center or helpdesk experience preferred and considered a plus
Candidates who reside in a qualified HUBZone area are a plus
Benefits
Medical, dental and vision
Life and AD&D insurance
Short- and Long-Term Disability
Supplemental Life insurance
401(k) Plan
Company
Ivyhill Technologies LLC
Ivyhill Technologies is an Enterprise Information Management service provider.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase