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April 24 2018

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Job Opportunity: Help Desk:

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Help Desk

Eliassen GroupReston, VA4/16/2018
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Job Description

The contractor shall operate an offsite Tier 1 Level support team that will serve as the single point of contact to answer phone calls, web request and emails for 2,700 Civil Division end users. The contractor shall handle approximately 4,000 tickets a month, shall open incidents, work orders or service request records using a ticketing system for all calls, emails, voice mails, and web requests.
   » Provide phone, email, and help-desk support for local and off-site users.
   » Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
   » Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance.
   » Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records.
   » Provide feedback on issues for the team's expertise database.
   » Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions.
   » Recite a Civil Division supplied greeting when they pick up the phone.
   » Keep customers informed of progress and status of calls/tickets.
   » Interact with customers and co-workers to diagnose and resolve problems.
   » Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
   » Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate.
   » Resolve all customer calls/issues within 20 minutes timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support).
   » Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
   » Provide assistance and participate on new project(s) testing and deployment/delivery.
   » Follow prescribed guidelines and official Standard Operating Procedures.
   » Ensure all staff respond to customers in a friendly and professional manner
   » Ensure that all responses given are technically accurate
   » Document, update and close tickets according to the SLAs.

Job Requirements

   » A.S in Information Technology or closely related field
   » Minimum 4 years Help Desk Call Agent practice
   » Must be able to obtain a Public Trust Clearance
   » Basic expertise of computer hardware, mobile devices, operating systems and network related technologies
   » Basic expertise of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory and mobile devices (Android)
   » Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task
   » MCP (Microsoft Certified Professional), Network+ or CompTIA A+ required,HDI certification desired
   » Flexible Schedule Monday through Friday 8:00am - 8:00pm; Occasional Saturday-Sunday/Holiday 10:00am-6:00pm that will be scheduled on a rotational basis

Job Snapshot

Employment Type Contract to Hire
Job Type Information Technology
Education Not Specified
practice At least 4 year(s)
Manages Others Not Specified
Industry Employment - Recruiting - Staffing
Required Travel None

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Company Overview

Eliassen Group
Eliassen Group delivers strategic consulting and talent solutions that fuel your innovation and business results. We partner with you to marry your business objectives with our skills, empowering your company to execute business strategy and scale your business effectively and efficiently.Where many consulting and talent solutions providers are focused on ?the transaction," we believe in establishing and maintaining long-term partnerships so that we can meet your strategic needs and enable your organization to glean greater business value over time.

Contact Information

12020 Sunrise Valley Drive
Reston, VAIrina Wenderoth


Job Category: Customer Service [ View All Customer Service Jobs ]
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Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Other
Company Type Employer
Post Date: 04/16/2018 / Viewed 12 times
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