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Koniag Government Services · 11 hours ago

Help Desk Technician

Baltimore, MD

Full-time

Onsite

Entry Level

1+ years exp

Koniag Government Services is seeking a Customer Service Representative to support their government customer in Baltimore, MD. This role involves providing detailed documentation of reported incidents, diagnosing and resolving hardware and software issues, and maintaining communication with customers and management in a Call Center environment.

EnterpriseGovernmentProfessional Services

No H1B

Security Clearance Required

Responsibilities

The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems

The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base

Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide

Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required

Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability

Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems

Accept and process virtual call inquires for hardware and software

Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level 2)

Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current

Resolve all tickets only when a problem has been rectified to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets

Gather information and follow required diagnostic procedures

Responds to email in a timely manner

Adhere to the Call Center Policy Document

Adhere to the Standard Operating Procedures (SOP)

Qualification

ServiceNowHDI Customer Service CertificationA+ CertificationCall Center ExperienceWindows Operating SystemMicrosoft Office SuiteGreat Written Communication SkillsGreat Verbal Communication Skills

Required

Applicants must be able to, with or without reasonable accommodation: lift and carry up to 50 pounds (telework carrying equipment)

Navigate from the parking lot to the entrance and then to the designated workspace

Work a minimum of 8 hours with a 30-minute lunch break

Can sit or stand for a minimum of 8 hours with a 30-minute lunch break

Great Written and Communication Skills - Must have the ability to convey information clearly and effectively

Must live within 2 hours travel of the designated call center for which they are applying

The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification

Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience

Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook

Must be able to obtain a Public Trust clearance