Location: Battle Creek,MI, USA
Electrosoft Services, Inc. is an award-winning company that provides comprehensive technology-based solutions and services to federal customers. While cybersecurity is our specialty, we also focus on ICAM, enterprise IT modernization, and software solutions. We always seek to delight our customers, so we retain highly qualified employees and offer them meaningful work, growth opportunities, and work-life balance. What sets us apart from all other contractors is the sense of teamwork our employees feel - and the knowledge that outstanding effort is recognized and rewarded. The camaraderie we share emanates from Lunch & Learn sessions where we explore new ideas together, fun group activities ranging from escape rooms to miniature golf, and much, much more. If we've described you and your dream workplace, please apply and share in the many benefits and opportunities we offer.
Help Desk Technician
Hybrid Location: 3 days onsite / 2 days remote
Responsibilities and Duties:
Expert in customer service management. Acts as a member of a project team responsible for reviewing the System for Award Management (SAM) registration for assignment/update of CAGE Codes.
Support may include:
* Responsible for providing troubleshooting support to a user community employing computer systems and networks.
* Performs diagnoses to resolve registration problems and provides applicable technical remedies.
* Helps the Customer Service Management (CSM)/ServiceNow application processing client request escalated from helpdesk Tier 1 & 2.
* Responsible for providing vendor validations CSM records utilizing systems tools provided by the program and public website(s).
* Collaborates with government clientele and other corporative stakeholders in providing subject matter expertise and technical assistance accessing client contract/grants.
* Responsible for answering customer inquiries, via telephone and email for applications approvals and processing.
* Accountable for meeting 55-70+ daily processed records.
* Assist in processing production requests to meet goals.
* Work CSM escalation tickets
Basic Qualifications
* Must have a high school diploma.
* Must have a one (1) year + industry experience working in a high-volume help/service desk environment supporting computer hardware and software systems. Customer Service Experience can be substitute for help/service desk experience.
* US Citizenship required
* Successfully pass National Agency check with Law and Credit (NACLC) background investigation.
* Must have experience with Microsoft Office Suites (Word, Excel, PowerPoint, etc.)
* Must have professional business acumen , excellent customer service background, excellent oral/written communications skills, and also detail oriented.
* Must have ability to write clearly and concisely, track deliverable progress, and adhere to documentation version control.
Highly Desired:
* Continuous Process Improvement experience
* Basis understanding of the CAGE Administration and Maintenance System, ServiceNow, and Workbench tools.
Individuals seeking employment at Electrosoft Services are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.