Helpdesk Tier 2 - TechPerm Incorporated : Job Details

Key Required Skills:

IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.

Position Description:

• Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.

• Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.

• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.

• Triage requests to ensure accurate transfers and escalation of customer requests or issues.

• Help build and develop continuous process improvement.

• All other duties as assigned or directed.

(Basic Qualifications)

• 2 years of experience providing Tier 1 IT support services to customers.

• 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.

• 1 year of experience using an IT Service Manager application for logging tickets and requests.

• Good Interpersonal skills that demonstrate the ability to communicate with customers.

*** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD

*** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday.

There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.

(Required Skills)

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

• Experience with using ServiceNow IT Service Management.

• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.

• Flexible and positive attitude with interest in learning new technical skills.

• Strong problem-solving skills and the ability to work in a fast-paced environment.

• Strong understanding of IVR terminology and services.

• High level of organization, reliability, and independence.

• Passion and understanding of technology.

• Must be able to obtain and maintain a Public Trust. Contract requirement.

(Desired Skills)

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.

• Self-starter, highly motivated individual who adapts to a dynamic work environment.

• Strong attention to detail with an ability to operate effectively across multiple priorities.

• Prior Federal government experience.

Education:

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

• Must be able to obtain and maintain a Public Trust. Contract requirement.