Help Desk Agent (On-call)(2887)

Duties & Responsibilities

• Provide Tier 1 technical assistance to computer program users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
• Follow all processes and procedures related to call handling, call escalation, data capturing, closure and follow up procedures.
• Communicate with customers to provide status, feedback, or general information regarding their request or inquiry for service.
• Resolve incidents or requests as required.
• Conduct customer satisfaction call backs and record results.
• Attend ongoing Government-provided knowledge transfer and training sessions.
• Stay abreast of all changes in standard operating procedures.
• Utilize the Knowledge Management System to assist with call resolution.
• Attend team meetings as required.

Required Qualifications

• Must be able to attend an on-site four (4) week training program at NAS PAX River.
• Less than three (3) years of experience performing work related to the functions in the job description.
• Must have the ability to work a flexible schedule, which may include night shifts, weekends, and some holiday shifts.
• Open availability to accommodate surge, fill in for absentees, and other duties within the Tier 1 agent tasks as required.
• Extensive knowledge and experience of customer service.
• Good interpersonal, Problem-solving, and Time management skills.
• Good written, oral, and interpersonal communication skills.
• Strong attention to detail, organizational skills, and a commitment to quality.
• Able to conduct research into PC and software issues and products as required.
• Eligibility to pass the required Government background check and obtain a public trust level Clearance.

Desired Qualifications

• Preferential consideration for applicants who have:
• A current, active Non-NISP Clearance, Public Trust or higher-level US clearance.

Education Requirements

• Must have a High School Diploma/ GED.

About the Role

• PSI Pax is an Economically Disadvantaged Woman-Owned Small Business (EDWOSB) Headquartered in California, MD.
• We are recognized as key contributors to our DOD Customer’s mission specializing in Information Technology, enterprise resource planning, business and financial management, acquisition, and logistics.
• PSI Pax is at the forefront of innovation in supporting our DOD customer’s complex requirements.
• We help our customers nationwide coordinate services across their enterprises, enhance efficiency through process improvement, and delivering quality services within cost and on schedule.

Benefits

• Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation or genetic information.
• PSI Pax, Inc. is an Equal Opportunity Employer.

Pay

• N/A

Schedule

• N/A

Skills

• N/A

Qualifications

• N/A

Benefits

• N/A