Help Desk Agent

ServiceSource; Virginia (MN); On-site; USD 37,000 - 62,000; Full time

Job summary

ServiceSource in the United States is seeking a Computer Operator II to deliver Tier 0/1 support to military personnel worldwide. You will troubleshoot, repair, and escalate issues, while maintaining records and metrics for KPI-driven performance.

A CAC and 24/7 availability are required, along with adherence to security procedures. You will work with government staff, train with government trainers, and participate in ongoing demonstrations of quality and reliability, while supporting business

Qualifications

• High school diploma or GED required.
• At least one year of call center experience is required.
• Must be able to obtain and maintain a government-issued CAC.
• Must be able to work in a 24/7 operation and remain flexible to cover different shifts.
• Must also be able to obtain and maintain a Secret clearance and earn CompTIA A+ and Network+ certifications, or CompTIA Security+.
• Must pass all required pre- and post-employment background checks, including drug screening.

Responsibilities

• Provide telephonic and web-based tier 0 and tier 1 help desk support to military personnel worldwide. Elevate issues to define timely resolution.
• Maintain records, logs, and reports of assistance; share reports with government customers to ensure KPI compliance.
• Follow standard operating procedures and security processes and report issues to supervision.
• Maintain Government Furnished Equipment (GFE) and coordinate with government support personnel for repairs.
• Meet and/or exceed established quality standards; participate in regular team and project meetings to improve metrics.
• Complete training as needed; perform other responsibilities as assigned.
• Provide additional support including technical guidance, data entry, and customer records maintenance.

Skills

Communication skills

Organizational skills

Education

High school diploma or GED

Tools

Windows OS

Microsoft Office

Web browsers

Job description

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

The Computer Operator II adapts to a variety of nonstandard problems that require extensive operator intervention (e.g. frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, this worker chooses or devises a course of action from among several alternatives and alters or deviates from standard procedures if standard procedures do not provide a solution (e.g. reassigning equipment in order to work around faulty equipment or transfer channels); then refers problems if necessary. Typically, completed work is submitted to users without supervisory review.

Primary Duties

• Provide telephonic and web-based tier 0 and tier 1 help desk support to military personnel throughout the world. Support customers telephonically with troubleshooting, repair, and problem resolution on a variety of assigned topics. Elevate appropriate issues to other commercial or government help desk personnel to define and facilitate ultimate timely resolution.
• Maintain records, logs, and reports of assistance. Capture daily metrics and provide reports to supervisor for evaluation. Share reports with government customer to ensure compliance with key performance indicators.
• Follow standard operating procedures, security processes and protocols and report any issues to supervisor as needed.
• Maintain GFE in satisfactory working order and report any issues to government support personnel to facilitate prompt repairs. Participate in ongoing training w/ staff and government trainers to stay current on the latest systems and program upgrades.
• Meet and/or exceed established quality standards. Work with teammates, supervisors and government staff to achieve all required project deliverables. Participate in regular team and project meetings to review performance and improve metrics as necessary.
• Complete training as needed.
• Perform other responsibilities as assigned.

Additional Duties And Responsibilities

• Provide effective customer support services including technical advice, trouble analysis problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
• Maintains records, logs, and reports of assistance.
• Continue to meet and/or exceed established key performance standards in relation to operating procedures, security processes and protocols.
• Meet and/or exceed established quality standards. Work with teammates, supervisors, and government staff to achieve all required project deliverables. Participate in regular team and project meetings to review performance and improve metrics as necessary.

Qualifications: Education, Experience and Certification(s)

• High school diploma or GED required.
• At least one year of call center experience is required.
• Must be able to obtain and maintain a government-issued CAC.
• Must be able to work in a 24/7 operation and remain flexible to cover different shifts.
• Must be available to work some holidays, late evenings, overnight shifts, and during inclement weather or emergency situations.
• Must also be able to obtain and maintain a Secret clearance and earn CompTIA A+ and Network+ certifications, or CompTIA Security+

Knowledge, Skills And Abilities

• Understanding of military terminology and Army Training programs preferred.
• Understanding of personal computers, working knowledge of Microsoft operating systems (versions 7 and above), Microsoft Office Suites (version 10 and above), and internet browsers (Firefox, Internet Explorer, Edge) required.
• Must be able to resolve customer service-related issues.
• Must have strong communication and organization skills.
• Must pass all required pre- and post-employment background checks, including drug screening.

Physical Demands

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. Essential personnel are required to work in the event of a disaster, inclement weather or any other emergency that may otherwise.

What We Offer – for Benefit Eligible Employees May Include:

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug‑free workplace. Pre‑employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.