Technical Support I

About the role

ASRC Federal Cyber LLC, a subsidiary of ASRC Federal, is recruiting a Technical Support Specialist 1 to provide remote help desk support to the FDA.

Responsibilities

• Provide exceptional Tier 1 support for specified FDA OII Applications clients.
• Take customer calls, address customer emails and tickets.
• Use Knowledgebase tool to retrieve and improve KB solutions.
• Use the ServiceNow ticketing system to log incoming calls and emails.
• Use internal Contact Center tools as required.

Requirements

• High School Diploma, GED, or some college work preferred.
• Must be a U.S. Citizen.
• 2+ years of experience in Contact Center Customer Service or equivalent help desk experience.
• Knowledge and experience of customer service practices and quality management best practices.
• Proven work experience as a quality control/assurance professional or equivalent help desk experience.
• Must be able to pass a Federal Government background investigation (FDA Public Trust).

Skills

• Very good organizational skills, ability to multi‑task, good problem‑solving skills.
• Ability to work independently and as part of a team.
• Ability to communicate clearly, providing accurate and professional responses.
• Ability to maintain good working relationships with peers and customers of all technical and non‑technical levels.
• Solid organizational skills, including multitasking and time‑management.
• Must be a team player and able to work effectively as an individual.

Benefits

• Health care, dental, vision, life insurance.
• 401(k) plan.
• Education assistance.
• Paid time off including PTO, holidays, and any other paid leave required by law.

Schedule

Must be able to work any office hours from 6:00 AM to 7:00 PM Mountain Time.