Help Desk Technician

About the role

Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust.

Responsibilities

• Provide detailed interaction/incident documentation of reported problems utilizing ServiceNow.
• Document and provide problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
• Dispatch all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
• Communicate real-time events to management and customers using Skype/Teams systems within the Call Center.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
• Accept and process virtual call inquires for hardware and software.
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level 2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Resolve all tickets only when a problem has been rectified to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Gather information and follow required diagnostic procedures.
• Responds to email in a timely manner.
• Adhere to the Call Center Policy Document.
• Adhere to the Standard Operating Procedures (SOP).

Requirements

• Must be able to, with or without reasonable accommodation:
• lift and carry up to 50 pounds (telework carrying equipment)
• navigate from the parking lot to the entrance and then to the designated workspace
• work a minimum of 8 hours with a 30-minute lunch break
• sit or stand for a minimum of 8 hours with a 30-minute lunch break
• have great Written and Communication Skills - Must have the ability to convey information clearly and effectively
• live within 2 hours travel of the designated call center for which they are applying

Qualifications

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
• Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
• Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.

Skills

• Ability to obtain a Public Trust clearance

Benefits

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Pay

N/A

Schedule

N/A