82,073 Voice Support jobs in the United States

Help Desk/Call Center Analyst - Onsite and Remote work (hybrid role)

**Required: Secret Clearance**

Serve as a member of a service desk operations team that is the initial point of contact for customer support. Provide efficient, high-quality, and compassionate assistance to Members, former Members, and Families of the Armed Forces or their representatives and to the General Public. All successful candidates are required to be fully COVID-19 vaccinated.

Responsibilities:

• Answer or escalate inquiries for US Military families, DoD Personnel, and the general public in a timely and respectful manner. Inquiries may come in the form of inbound calls, emails, or faxes.
• Ability to identify core issue and utilize the appropriate work procedures to address the issue.
• Handle sensitive calls in a respectful and patient manner.
• Document all interactions in an existing case management system.
• Maintain and update records as communication and documents are received.
• Escalate inquiries to government officials as required.
• Develop an understanding and maintain ongoing knowledge of Arlington National Cemetery.
• Provide general information, directions, and other forms of assistance to the general public.
• Works under direction of Team Lead.
• Other tasks and responsibilities, as assigned.

Qualifications:

• Previous experience in Hospitality Industry or in Customer Service preferred.
• Excellent oral and written communication skills.
• Basic computer skills (Microsoft Office).
• Required: Security Clearance: Active or Interim Secret
• Required: Must hold US citizenship.

Location:

• Springfield, VA (On-site)

Flexible work from home options available.

Compensation: $45,000.00 - $55,000.00 per year

JCD Staffing is a specialized staffing and consulting firm, focused on working with highly talented technical individuals to provide our clients with a unique, successful hiring experience. Our ability to form long-lasting relationships with both candidates and employers is the foundation of our success and what drives everything we do. Our team knows that cultivating these relationships leads to the most effective results, which drive your company's growth and progress.

**Overview**
Call Center/Help Desk Technician III (BWAK)
We are currently searching for a qualified **On-Site** **Call Center/Help Desk Technician III** to deliver exceptional technical assistance to our end-users in Barrow, AK. The selected candidate will be accountable for offering comprehensive support through in-person consultations, telephone communications, and email correspondence, with the aim of addressing client concerns related to computer malfunctions and inquiries pertaining to hardware and software. The ideal candidate will possess robust communication abilities, extensive technical knowledge, and a steadfast commitment to prioritizing customer satisfaction.
**Responsibilities**
+ Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
+ Accurately diagnose and resolve technical issues.
+ Effectively escalate issues to the appropriate resources when necessary
+ Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
+ Ability to prioritize work and exercise good judgement while managing multiple tasks.
+ Provide operational technical support to clients both on-site and remote relating to company managed equipment.
+ Manage ongoing maintenance and deployment of new hardware and software for device life cycle.
+ Monitor and update service requests and incidents within the IT Service Management (ITSM) tool.
+ Provide on-site service support, installation, and configuration with PCs, smart devices, telephony, and network solutions.
+ Act as an escalation point to Tier 1 and 2 groups regarding any application - or hardware - related inquiry or issues relating to Microsoft Office, Windows OS, etc.
+ Imaging of desktop and laptop computers-knowledge of System Center Configuration Manager (SCCM) and Azure Intune is a plus.
+ Provide setup, configuration, and troubleshooting of video conferences for internal and external meetings.
+ Prepare workstations, including the setup and configuration of laptops and desktops.
+ Interface with hardware vendors to facilitate repair and installation.
+ Continually evaluate opportunities to improve efficiency and effectiveness when resolving issues.
+ Manage small projects as needed and effectively communicate technical issues and project execution with IT Managers and Network/Server Engineers.
**Qualifications**
+ Proficiency with current Windows OS
+ Experience with Active Directory & Azure Active Directory, M365 Multifactor Authentication and BitLocker.
+ Experience with Administration and Troubleshooting of M365 Cloud Applications to include Exchange Online, OneDrive, Teams, & SharePoint.
+ Knowledge and experience supporting, troubleshooting, and configuring PC Hardware and peripherals.
+ End-User desktop support, mobile device support, email support, phone support, etc.
+ A+,Network+ or Security+ certificaiton preferred.
+ Demonstrated expertise in critical thinking, active listening, complex problem solving, coordination, instruction, judgment, decision making, and monitoring processes.
+ Exceptional skills in oral and written comprehension and expression, problem sensitivity, and both deductive and inductive reasoning.
+ Proficient in information organization, with a keen eye for detail and effective prioritization.
**Educational & Experience:**
+ Bachelor's Degree in Management Information Systems, Computer Science, or related field and four years of related experience preferred. Degree may be substituted for experience on a year-to-year basis.
+ Four or more (4+) years' experience in a technical support or helpdesk role.
**Certificates, Licenses, Registration Requirements:**
+ Prefer A+,Network+ or Security+ Certificate, and pursuing these qualifications may be in progress.
+ We require that these qualifications be completed prior to one calendar year after being hired.
**Skills** : Critical thinking, active listening, complex problem solving, coordination & instruction, judgment & decision making, and monitoring.
**Knowledge** : Computers & electronics, customer & personal service, telecommunications, administration & management, and engineering & technology
**Abilities** : Oral/written comprehension/expression, problem sensitivity, deductive & inductive reasoning, and information ordering.
**Work Environment/Conditions**
+ Working around machinery
+ Exposure to extreme cold, humidity or hot temperatures; working outside.
**Physical Demands:**
+ Ability to sit/stand for prolonged periods of time; confined to workstation.
+ Ability to lift objects up to 10-25 lbs.
+ Climbing, stooping, bending, kneeling, crouching.
+ Pulling or pushing.
+ Prolonged use of video display terminals.
+ Use of hands to finger, handle or feel; hands, arms, feet and legs. Sequentially or simultaneous with repetition.
+ Reach/relocate items above shoulder.
**SECURITY CLEARANCE REQUIREMENTS:** There are currently no Security Clearance requirements for this position; however, candidates must be able to successfully pass a background check. Due to the location of this work, US Citizenship is required. Bowhead reserves the right to change this requirement if necessitated by business needs or contractual obligations.
#LI-JR1
Applicants may be subject to a pre-employment drug & alcohol screening and/or random drug screen, and must follow UIC's Non-DOT Drug & Alcohol Testing Program requirements. If the position requires, an applicant must pass a pre-employment criminal background history check. All post-secondary education listed on the applicant's resume/application may be subject to verification.
Where driving may be required or where a rental car must be obtained for business travel purposes, applicants must have a valid driver license for this position and will be subject to verification. In addition, the applicant must pass an in-house, online, driving course to be authorized to drive for company purposes.
UIC is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics EOE/D/V. In furtherance, pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, UIC and its subsidiaries may legally grant certain preference in employment opportunities to UIC Shareholders and their Descendants, based on the provisions contained within The Alaska Native Claims Settlement Act. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
All candidates must apply online at and submit a completed application for all positions they wish to be considered. Once the employment application has been completed and submitted, any changes to the application after submission may not be reviewed. Please contact a UIC HR Recruiter if you have made a significant change to your application. In accordance with the Americans with Disabilities Act of 1990 (ADA), persons unable to complete an online application should contact UIC Human Resources for assistance ( contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
UIC Government Services (UICGS / Bowhead) provides innovative business solutions to federal and commercial customers in the areas of engineering, maintenance services, information technology, program support, logistics/base support, and procurement. Collectively, the fast-growing Bowhead Family of Companies offers a breadth of services which are performed with a focus on quality results. Headquartered in Springfield, VA, we are a fast-growing, multi-million-dollar company recognized as a top Alaska Native Corporation providing services across the Department of Defense and many federal agencies. Bowhead offers competitive benefits including medical, dental, vision, life insurance, accidental death and dismemberment, short/long-term disability, and 401(k) retirement plans as well as a paid time off programs for eligible full-time employees. Eligible part-time employees are able to participate in the 401(k) retirement plans and state or contract required paid time off programs.
**Join our Talent Community!**
Join our Talent Community ( to receive updates on new opportunities and future events.
**ID** _2024-21477_
**Category** _Information Technology_
**Location : Location** _US-AK-Barrow_
**Minimum Clearance Required** _N/A_
**Travel Requirement** _Less than 10%_

Job Description

Job Description

POSITION SUMMARY

The Pharmacy Help Desk Call Center Representative reports to the Pharmacy Help Desk Call Center Supervisor and is responsible to provide a customer service by telephone of incoming and outbound calls to providers, beneficiaries and pharmacies.

ESSENTIALS ROLES AND RESPONSIBILITIES

1. Answer incoming pharmacy calls regarding issues related to a claim transaction, reimbursement, payment, and other required information in accordance with PharmPix Pharmacy Help Desk Call Center performance metrics.

2. Answer incoming providers’ and beneficiaries’ calls following Call Center scripts, in a timely matter and in accordance with PharmPix call center performance metrics.

3. Answer incoming calls and perform outbound calls according to HIPAA and Pharmacy Laws Standards.

4. Identify pharmacies, providers and beneficiaries needs, clarify information, research every issue and providing solutions.

5. Document all inquiries in the Customer Service Management Applications such as, Service Desk, OneArk and email.

6. Route the case to the corresponding internal department or the appropriate Health Insurance Carrier.

7. Guide pharmacies, providers and beneficiaries regarding the process of claim

transmission, reimbursement and payment.

8. Constantly monitors the BACMAN Alert Application to ensure proper management of rejections at point of sale.

9. Evaluate on an individual basis to determine if the patient meets the criteria for a coverage determination for alerts such as DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) among other rejections evaluations required by business.

10. Identify system issues and route to the corresponding internal department.

11. Make outbound calls to pharmacies, providers and beneficiaries if necessary.

12. Support all Quality Management Program initiatives.

13. Perform Special projects and/or other duties assigned by the Operations Manager and or Pharmacy Help Desk Call Center Supervisor.

TRAINING & EDUCATION

Pharmacy Technician, Technical or Associate Degree

LICENSURE / CERTIFICATION

Puerto Rico Board of Pharmacy Technician Registry Certificate (CPhT), or prospect.

PROFESSIONAL EXPERIENCE

1 - 2-year customer service or call center experience and healthcare environment (Preferable).

PROFESSIONAL COMPETENCIES

Knowledge:

• Fully Bilingual (Spanish / English written and verbal).

• PC skills (Microsoft System)/System oriented.

Skills:

• Strong customer service skills.

• Excellent phone, written, active listening and follow-through skills.

• Skill in analyzing situations accurately and taking effective action.

• Attention to details.

• Time Management Skills: Establishing priorities and accomplishing tasks in a timely manner.

• Ability to work with others to reach a solution.

• Be able to toggle between several software programs.

• Demonstrated effective organizational skills.

Abilities:

• Able to effectively interact with internal departments, PharmPix clients, members and other healthcare professionals.

• Ability to work with others to reach a solution.

• Be able to toggle between several software programs.

• Ability to work in a fast-paced environment and multitask.

PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans

Are you someone looking for a Help Desk Call Center Specialist (Part Time) opportunity that will help you grow and build on your current technical skills? Do you provide and practice great customer service? Do you have general technical training and know how? If you said yes to these questions, then RCG, Inc. is the right place for you!

RCG is a growing federal contracting company and certified as a Great Place to Work™. We are looking for strongly qualified people to help support our clients. We are currently seeking people for part-time positions as part of an ongoing contract in O'Fallon, IL.

NOTE: Always recruiting, should you qualify we will contact you when there is an available position.

Duties and Responsibilities:

Provides inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD and Federal customers. Responsible for 24 hours a day/7 days a week (24/7) operations supporting a variety of US government systems.

• Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax.
• Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.
• Demonstrated ability to apply sound process to troubleshooting and solving incidents using an ITIL based service program, including communicating effectively with technical and non-technical customers, both internal and external.
• Manage requests, escalating as appropriate with follow up to resolution
• Provide FCR (first call resolution) to commonly known issues
• Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
• Solid understanding of Microsoft Windows and Office 365 components, to be able to troubleshoot at a Tier 1.5 capacity, and effectively communicate via ticketing system to escalation tiers.
• Interview users to collect information about problems to determine source of error.
• Log and track call information using the ServiceNow CRM software.
• Place outbound customer survey calls.
• Assist in developing standard resolutions for common user problems.
• Use existing tools for the SRC and related functional tools in support of the transportation application customers.
• Generate standard reports and update the customer on high priority issues.

Required Qualifications:

• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment
• High school diploma or GED required; Associate's or bachelor's degree is a plus.
• Must be able to obtain NACI Public Trust clearance.
• Open to rotating work schedule is a must.
• Must be detail oriented, particularly when multitasking
• Pleasant, professional, and courteous phone skills
• Basic keyboarding skills with the ability to type 35 WPM
• 1+ years of customer service experience is required.
• Experience working in network, systems or telecommunications management operations is desired.
• Fluent in the English language, ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment.

Desired Qualifications (you do not need to have, but would be great if you did):

• Previous call center experience
• Ability to train others
• Public Trust clearance highly desired
• HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus, but not required to be considered for the position. An HDI-CSR certification must be obtained after starting with CWS in this role (provided at CWS' expense).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.

Call Center Specialist

You belong at Union! The Call Center Specialist plays a key role in providing the highest quality of patient care while the patient is in Union Health. The call center department plays a crucial role in providing timely and compassionate assistance to patients, making it an appealing choice for individuals dedicated to delivering exceptional customer service and facilitating positive healthcare experiences. Join us as we provide compassionate service and high-quality care to the Wabash Valley Communities. We are committed to helping you find a role that recognizes your interests, expertise, and talent and helping you achieve your long-term career goals and aspirations. At Union, you'll experience an inclusive environment in which you are empowered to be your best self every day. In addition to competitive pay, Union co-workers enjoy:

+ Part-time and Full-time schedules

+ Comprehensive benefits

+ Paid time off starting day one.

+ Tuition reimbursement up to $5,250 each year.

+ Career paths

+ Success sharing

+ 403b retirement employer match.

+ Much more!

Be part of an organization that is dedicated to your work-life balance, career, growth, and development. Union Health, U Matter and U Belong. How can we help? Call us at or email us at

Call Center Specialist Details Essential Job Duties:

• Answers incoming calls promptly and efficiently, directing them appropriately and initiating electronic notes for nursing and prescription needs.
• Verifies patient information, schedules appointments, and assesses medical necessity.
• Assists patients with special requirements, offers guidance, and maintains exceptional customer service.
• Registers new patients, addresses equipment malfunctions and office supply needs, and aids in training new staff.
• Demonstrates a commitment to exceeding expectations, attending meetings, and contributing to a well-functioning call center department.

Please note that the salary information provided on the career site for this position opening may not necessarily reflect the accurate compensation associated with the role. We encourage candidates to inquire further and engage in direct communication with Union Health for comprehensive salary details. As an EOE/AA employer, Union Hospital, Inc. will not discriminate in its employment practices due to an applicant's age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

In order to be considered for this position, you must have a valid driver’s license and an acceptable driving record.

The usual and customary methods of performing the job’s functions require the following physical demands: significant lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; periodic work in tight areas.

Responsibilities

• Conduct sites surveys; assess and document current site configuration and user requirements
li>Analyze existing requirements and prepare specifications for hardware acquisitions
• Develop hardware installation schedules
• Prepare drawings documenting configuration changes at each site
• Prepare site installation
• Configure computers, communications devices and peripheral equipment
• Train site personnel in proper use of hardware
• Troubleshoot, repair, and test computer workstations, printers, peripherals, and teleconferencing equipment
• Install and configure computer workstations, printers, peripherals, and teleconferencing equipment and associated cabling
• Maintain government and/or vendor-manufactured fiber optic/Ethernet cables and telephone systems

Requirements

• TS/SCI FSP Clearance
• Minimum education and experience level: High school/GED and 0-2 years of experience AND 8570 Certification. Will accept an AA or BS in a technical field as a substitute for years of experience.
• Preferred Security +
• Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals
• Well-versed in installing windows, software, applications, antivirus and patches
• Demonstrated ability to read and understand technical manuals and schematics
• Expertise in Microsoft Office Applications (Word, Excel, PowerPoint and Access)
• Able to manage time and priorities effectively
• Able to work efficiently with minimal supervision
• Proficient in working with end-users remotely
• Demonstrated expertise
• Familiar with Active Directory security and policies
• Excellent analytical and problem solving skills
• Outstanding communication skills to relate with team members and support workers
• Must be available to work an 8 hour shift between the hours of 6am-and 6pm, as determined by management
• Must be able to lift up to 50 pounds and able to drive a company vehicle

About Us
For more than 20 years, NewGen Technologies has solved our clients’ toughest IT challenges with integrity, security, and outstanding service by delivering both technology and talent. We have helped secure borders, have used artificial intelligence (AI) to fight terror, aided the identification of criminals, and have helped to prevent crime through the introduction of biometrics.Our team of Highly Cleared Specialists have hard-to-find skills and expertise in a wide spectrum of technologies to provide solutions that transform business processes and solve problems of national significance. #CJ

What You Will Do

As a Voice IT Field Support Specialist , you will provide hands-on technical support to install, maintain, and troubleshoot IT and voice systems across government sites. You will be responsible for preparing, configuring, and deploying computing equipment and communications hardware, while ensuring operational continuity and security compliance. Your work will involve both independent tasks and collaboration with site personnel, often requiring physical setup and transport of devices.

Key Responsibilities

• Conduct site surveys to evaluate current configurations and user needs.
• Prepare installation documentation, drawings, and implementation schedules.
• Install, configure, and test workstations, printers, teleconferencing devices, and peripheral hardware.
• Maintain, repair, and troubleshoot computers and telecommunications equipment.
• Install and maintain cabling (fiber optic/Ethernet) and telephone systems.
• Provide user training on hardware functionality and best practices.
• Document all configuration changes and service activities.
• Perform physical labor, including lifting equipment up to 50 lbs and working in tight spaces.
• Travel locally using a company vehicle to complete on-site support assignments.
• Work an assigned 8-hour shift within the hours of 6:00 AM to 6:00 PM

Required Skills and Qualifications

• Proficient in troubleshooting and repairing hardware and peripherals.
• Experience installing and configuring Windows operating systems and software applications.
• Knowledge of antivirus software, patch management, and basic networking.
• Ability to interpret technical manuals and schematics.
• Strong skills in Microsoft Office Suite (Word, Excel, PowerPoint, Access).
• Familiarity with Active Directory policies and security.
• Excellent time management, communication, and customer service skills.
• Capable of working independently with minimal supervision.
• Comfortable working in both office and field environments.

Education and Experience

• High school diploma or GED with 0–2 years of relevant technical experience.
• Substitution: Associate’s or Bachelor’s degree in a technical field may substitute for experience.

Certifications

• Must meet DoD 8570 IAT Level I requirements.
• Preferred:   CompTIA Security+ CE or equivalent certification.

Clearance Requirement:

• Must possess an active TS/SCI with Polygraph security clearance to be considered for this role.

Independent Software is an Equal Opportunity Employer EOE, M/F/D/V.

Field Support Specialist (IMAGING) needed in the Columbia, MD area needed.
Must have TS/SCI with polygraph security clearance!
The job duties of the IT Field Support Specialist:

• Conducts sites surveys; assesses and documents current site configuration and user requirements.
• Analyzes existing requirements and prepares specifications for hardware acquisitions.
• Develops hardware installation schedules.
• Prepares drawings documenting configuration changes at each site.
• Prepares site installation
• Configures computers, communications devices and peripheral equipment.
• Trains site personnel in proper use of hardware.
• Troubleshoot, repair, and test computer workstations, printers, peripherals, and teleconferencing equipment
• Install and configure computer workstations, printers, peripherals, and teleconferencing equipment and associated cabling
• Maintain government and/or vendor-manufactured fiber optic/Ethernet cables & telephone systems

Requirements:

High school/GED and zero (0) to two (2) years of experience AND
Certification. Preferred Security +.
+Will accept an AA or BS in a technical field as a substitute for years of experience.
Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals.
Well-versed in installing windows, software, applications, antivirus and patches.
Demonstrated ability to read and understand technical manuals and schematics. Expertise in Microsoft Office Applications (Word, Excel, PowerPoint and Access).
Able to manage time and priorities effectively.
Able to work efficiently with minimal supervision. Proficient in working with end-users remotely. Demonstrated expertise. Familiar with Active Directory security and policies.
Excellent analytical and problem solving skills.
Outstanding communication skills to relate with team members and support workers.
Must be available to work an 8 hour shift between the hours of 6am-and 6pm.

Must be able to lift up to 50 pounds and able to drive a company vehicle.
The usual and customary methods of performing the job's functions require the following physical demands: significant lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; periodic work in tight areas.

**In order to be considered for this position, you must have a valid driver's license and an acceptable driving record.
Approximate Salary Range: $48,000 - $52,700
A variety of factors can impact the final salary offered, including, but not limited to, geographic location, Federal Government contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

Send resume to or apply through website at WWW.FLASHTG.COM.

SOME OF OUR COMPREHENSIVE BENEFITS OFFERINGS1
401(k) with 6% company match - VESTS IMMEDIATELY
Medical Insurance (HSA and HRA options)
Dental Insurance
Vision Insurance
Life and Disability Insurance
Complimentary Identity Theft Protection
Tuition Reimbursement
Paid Time Off (Vacation, Sick, and Holiday time)
Referral bonuses
And more!

At Flash Technology Group, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well-being with premium healthcare, financial and family support, retirement planning, and ongoing learning. We're committed to your growth and happiness!

Flash Technology Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other protected characteristic.

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking motivated and customer-focused IT Service Desk Representatives (Tiers I and II) in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS).  The Program provides IT support for over 65,000 users worldwide. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities:

• Assist end-users virtually (phone/email/chat) by identifying and solving problems with computer hardware and software functionality.
• Assists customers via email messages, web inquiries and or phone calls and logs all requests into the government tracking system (ServiceNow).
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Grants access new employees to the network, directory and related systems.
• Escalates when problems are identified and corrected in a timely manner.
• Follows up with customers when an issue has been resolved to gain feedback.
• Runs reports to identify malfunctions that continue to occur.

Qualifications:

• Must be a US Citizen.

 High School Diploma or equivalent.

• 1 – 2 years of help desk experience.
• Good understanding of computer/software systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• MCSA certification preferred.
• A+ certification preferred.
• Must possess strong customer service skills.
• Must have knowledge of both hardware and software systems.
• Bilingual preferred (Spanish)

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.