Sr. Help Desk Agent (Hourly)
Company: Disability Solutions
Location: Rockville
Posted on: April 18, 2024
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Job Description:
Job Description Westat is seeking a technical Sr. Help Desk
Agent to work 40 hours per week, Monday to Friday (available
between: 9am - 5:30pm) in our Rockville office, with the ability to
coordinate activities and manage help desk agents across multiple
projects that receive requests for assistance via phone, email, and
voice mail. The Sr. Helpdesk Agent should remain calm and patient
under pressure and thrive in a team environment. They assist agents
who troubleshoot and solve problems related to the technical
support of hardware and data transmissions, answering procedural
questions, and documenting problems in a customized system.Job
Responsibilities--- Track and monitor project metrics
electronically, assist with agent training and monitoring, and have
skills in operations planning and technical areas.--- Assist agents
who troubleshoot and solve problems that relate to the technical
support of hardware and data transmissions, answering procedural
questions, and documenting problems in a customized system.---
Research questions using available information resources.--- Serve
as a communications coordinator across a variety of time-sensitive
operational and technical issues, and maintain a master activities
calendar.--- Answer tier 2 technical calls, emails, and voicemails
related to a wide variety of hardware, software, and data
transmission issues, and document highly detailed tickets into
customized tracking systems.--- Possess excellent professional oral
and written communication skills in English, be detail oriented,
possess strong problem-solving skills, and be well organized.---
Answer procedural questions that require a strong understanding of
current operating systems, browsers, and the ability to resolve
issues with peripheral devices.--- Assist with inventory tracking
of equipment.Job RequirementsThe successful candidate should
possess excellent verbal and written communication skills in
English, be detail oriented, and have a highly organized approach
to work and strong problem-solving skills.--- Experience managing
employees.--- 2-3 years of equivalent work experience.--- Must have
customer service experience including LogMeIn123 or similar.---
Experience with ServiceNow, Microsoft Dynamics or similar.---
Associates degree from an accredited college/universityPreferred---
Experience managing technical help desk agents.--- Experience with
Survey Monkey or other study management systems--- Experience using
Azure and/or InTune--- ITIL CertificationThese assignments are
temporary hourly positions. Benefits are based on hours worked and
tenure.Westat is an Equal Opportunity Employer and does not
discriminate on the basis of race, creed, color, religion, sex,
national origin, age, veteran status, disability, marital status,
sexual orientation, citizenship status, genetic information, gender
identity or expression, or any other protected status under
applicable law.
Keywords: Disability Solutions, Bethesda , Sr. Help Desk Agent (Hourly), Sales , Rockville, Maryland
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