Help Desk Agent

About the Role

The Computer Operator II adapts to a variety of nonstandard problems that require extensive operator intervention (e.g., frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, this worker chooses or devises a course of action from among several alternatives and alters or deviates from standard procedures if standard procedures do not provide a solution (e.g., reassigning equipment to work around faulty equipment or transfer channels). Problems are referred if necessary. Typically, completed work is submitted to users without supervisory review.

Responsibilities

• Provide telephonic and web-based tier 0 and tier 1 help desk support to military personnel worldwide.
• Support customers telephonically with troubleshooting, repair, and problem resolution on a variety of assigned topics.
• Elevate appropriate issues to other commercial or government help desk personnel to define and facilitate timely resolution.
• Maintain records, logs, and reports of assistance. Capture daily metrics and provide reports to supervisor for evaluation. Share reports with government customer to ensure compliance with key performance indicators.
• Follow standard operating procedures, security processes, and protocols, and report any issues to supervisor as needed.
• Maintain Government Furnished Equipment (GFE) in satisfactory working order and report any issues to government support personnel to facilitate prompt repairs.
• Participate in ongoing training with staff and government trainers to stay current on the latest systems and program upgrades.
• Meet and/or exceed established quality standards.
• Work with teammates, supervisors, and government staff to achieve all required project deliverables.
• Participate in regular team and project meetings to review performance and improve metrics as necessary.
• Complete training as needed.
• Provide effective customer support services including technical advice, trouble analysis, problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
• Perform other responsibilities as assigned.

Requirements

• High school diploma or GED required.
• At least one year of call center experience is required.
• Must be able to obtain and maintain a government-issued Common Access Card (CAC).
• Must be able to work in a 24/7 operation and remain flexible to cover different shifts.
• Must be available to work some holidays, late evenings, overnight shifts, and during inclement weather or emergency situations.
• Must be able to obtain and maintain a Secret clearance and earn CompTIA A+ and Network+ certifications, or CompTIA Security+.
• Must pass all required pre- and post-employment background checks, including drug screening.

Skills

• Understanding of military terminology and Army Training programs preferred.
• Understanding of personal computers, working knowledge of Microsoft operating systems (versions 7 and above), Microsoft Office Suites (version 10 and above), and internet browsers (Firefox, Internet Explorer, Edge) required.
• Must be able to resolve customer service-related issues.
• Must have strong communication and organization skills.

Physical Demands

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

• While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear.
• The employee is occasionally required to walk and sit.
• The employee may occasionally lift or move products and supplies, up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• The noise level in the work environment is usually quiet.
• Essential personnel are required to work in the event of a disaster, inclement weather, or any other emergency.

Benefits

For benefit-eligible employees, ServiceSource offers:

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company-paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan with dollar-for-dollar company matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts.
• Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program, with benefits increasing based on tenure.