Tier One Call Center Agent

Responsibilities

• Handle inbound and outbound customer contact via voice, email, and online chat.
• Listen actively to determine customer needs and answer questions.
• Demonstrate courtesy, patience, and professionalism while providing information.
• Research knowledge articles to answer and respond to customer inquiries about products and services.
• Take immediate action on service requests and provide first‑contact resolutions that are clear, meet the customer’s needs, and confirm the customer’s understanding of the solution in accordance with DoD, USAF, and Program standards.
• Identify concerns and route them to the appropriate department to address escalated customer and service issues.
• Determine the complexity of inquiries and decide whether escalation is needed, routing inquiries in a timely manner.
• Create a record of the type of contact in the government‑hosted ServiceNow ITSM tool for referral and historical purposes.
• Provide day‑to‑day technical support for hardware and software‑related systems.
• Respond to and diagnose problems through discussion with users, including troubleshooting, fault rectification, and problem escalation.
• Provide effective and timely resolution of users’ problems, queries, or complaints.
• Assist in hardware and software evaluation.
• Communicate information that requires explanation or interpretation.
• Work under moderate supervision; problems are typically routine but may at times require interpretation or deviation from standard procedures.

Requirements

• Associate degree in a relevant technical field or at least 2 years’ experience in a technical help desk or technical support position.
• Experience with software application troubleshooting and tiered escalation processes.
• Experience with IT Service Management tools (ServiceNow, Jira Service Management, BMC Remedy, etc.).
• Familiarity with general networking and software applications.
• IAT Level 1 minimum; IAT Level 2 preferred.
• On‑site position requiring TS/SCI clearance.

Benefits

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off

Pay

Minimum Salary: $23.00 • Maximum Salary: $26.00