Help Desk - Help Desk Tier I - Progression : Job Details

Help Desk Tier I (Call Center)Making sure you fit the guidelines as an applicant for this role is essential, please read the below carefully.Location: Washington, DCMust:

Public Trust Clearable

1+ years of Help Desk/Service Desk experience

Ability to accurately document and ticketing information with minimal errors and/or rework

Must be able to work independently, achieve productivity goals, and manage one's time

Strong written and verbal communication skills

Attention to detail and a can-do attitude

Must be able to work on site and weekends on a rotating schedule

Technical certifications are highly desired

Bachelor's degree required; additional years of experience may be accepted in lieu of degree

Duties:

Process incident and service requests, and escalate critical service interruptions accordingly to service level requirements.

Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.

Provide remote phone, email, and chat troubleshooting support for application, desktop, network, and mobile device issues (incidents), as well as customer requests (i.e., password resets), and record all information accurately in the CRM ticketing tool.

May also make outbound service calls to potential customers.

Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screenshots.

May be required to work in one or multiple work queues over various customer contact channels.

When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.

Ensure compliance with all government policies, procedures, and timelines for ticket escalation and resolution.

Progression Inn. is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.#J-18808-Ljbffr