Job Description
Phone Support Customer Support
germantown, maryland
$15 per hour
contract
high school
work hours: 9am to 6pm
category computer and mathematical occupations
reference 956911
Job summary:
- 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
100% Remote
Public Trust Required
Responsibilities:
- 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
Qualifications:
- Experience level: Entry Level
- Minimum 2 years of experience
- Education: High School (required)
Skills:
- Customer Service (2 years of experience is required)
- Operations