Customer Service Agents

Duties & Responsibilities

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.
• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software.
• Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, BitLocker, etc.
• Provide technical support over the phone and/or via email.
• Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed.
• Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when/if possible.
• Meet customer needs and ensure customer satisfaction.
• Use standard operational procedure documentation to assist customers.
• Work with team members to establish and maintain documentation.
• Escalate process and policy issues as needed.

Education & Experience Requirements

• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
• One (1) or more years of information technology experience.
• Must be able to pass federal background investigation and obtain a Public Trust.

Skill & Certification Requirements

• Technical experience with current network hardware, protocols, and standards.
• Application support experience.
• Knowledge of applicable data privacy practices and laws.
• Excellent troubleshooting skills.
• Proficiency in Word, Excel, Outlook, database management.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities.
• Experience working in a team-oriented, collaborative environment.