Essential Job Functions & 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:
- 3 or more years of experience performing work related to the functions in the job description.
- Eligibility to obtain and maintain the required Navy Public Trust clearance (minimum) or Higher clearance.
- Must be able to work on-site at NAS Patuxent (PAX) River, MD.
- Must be able to attend an on-site four (4) week training program at NAS PAX River.
- 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.
- Ability to conduct research into PC and software issues and products as required.
Desired Qualifications:
- A current, active Secret Clearance
- Tier 1 Help Desk experience is a plus.
- Help Desk certification is a plus.
Education Requirements:
- Must have a BA/BS degree.