Help Desk Agent

Description of Duties (PROJECT-BASED)

• Call Center Agent: Handles incoming calls related to LTSS program information and troubleshooting. Researches, responds, and tracks all incoming calls and provides effective customer service. 50%
• Help Desk Duties: Serves as primary agent related to incident tickets for LTSS eligibility system and Katie Beckett program to report defects and issues for resolution. Research and follow up on expiring Acceptable Use Policies for partners and verify user employment status. Checks and responds to emails and voicemails of partners within required timeframe. 50%

Requirements

• Graduation from an accredited college or university with a bachelor’s degree or graduation from an accredited college or university with an associate’s degree and two years of qualifying professional experience
• Excellent verbal and written communications skills
• Proven technical skills (e.g. Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
• Excellent time management skills and ability to multi-task and prioritize work in order to meet specific timeframes and deadlines with minimal supervision
• Keen attention to detail and adherence to deadlines
• Organization
• Self-motivated and able to thrive in a fast-paced and results-driven environment
• Critical thinking and problem-solving skills