Remote Customer Service Representative (Service desk)

Job Description

Our client is hiring Service Desk Technician(s)/Customer Support Representative(s) to support a Department of Justice program called ESAV.
This position will support several customers within the Department of Justice. The successful candidate will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, etc. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.

Top Skills' Details

1.) Call Intake/ Customer Service/ Call Center
2.) Documentation: Maintain and Updating HelpDesk Records
3.) Process Standard Change Request in ITSM (Service NOW)
*Candidate must have the ability to pas Public Trust Process*

Our Help Desk operation is staffed 24x7x365 and most staff will work on staggered shifts during that timeframe, but must be willing to work any shift as business needs change.

• Handle Tier 1 help desk escalations through tickets, chat or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Support mobility devices
• Provides a single, identified point of contact for all Help Desk and change request services
• Updates and maintains Help Desk records in accordance with established support procedures
• Performs account password administration and processes new user account requests
• Develops, maintains, and executes standard Help Desk operating procedures
• Follows security requirements as requested by the Government Security Officer
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Processes standard change request (ServiceNow tickets) for Installations, Moves, Adds, and Changes (IMAC’s)
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead
• Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Required Qualifications:
• High School Diploma or equivalent with 3+ years of applicable work experience
• Must have current DOJ Public Trust security clearance or the ability to obtain it
• US Citizenship.
• Previous Service Desk Experience
• Ability to run reports

Additional Skills & Qualifications

• High School Diploma or equivalent with 3+ years of applicable work experience
• Must have current DOJ Public Trust security clearance or the ability to obtain it
• US Citizenship.
• Previous Service Desk Experience
• Ability to run reports
• Experience supporting Windows 10 and MS Office 365
• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting
• Experience using ServiceNow or a similar ticketing system
• Strong analytical and follow through skills
• Strong verbal and written communications skills
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
• Ability to work well independently on defined tasks
• Ability to work well as part of a team
• Verified quiet home office space with the ability to work from home
• Verified high-speed internet with proof of a minimum 50 MB/s speed test
• Ability to use personal cell phone to take inbound work calls

Contract: 3 Months

Salary: $16.20hr-$17.50hr