Help Desk Technician

Koniag Information Security Services, LLC; Baltimore (MD); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company matching

Flexible spending accounts

Three weeks paid time off

Job summary

Koniag Information Security Services, LLC is seeking a Customer Service Representative to support our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust. You will work in a Call Center environment, providing documentation of incidents using ServiceNow.

The candidate should have great communication skills and a minimum of one year experience in a similar role. Benefits include health insurance and paid time off.

Qualifications

• Minimum one year of Call Center/Helpdesk experience.
• Ability to lift and carry up to 50 pounds.
• Must be able to obtain a Public Trust clearance.

Responsibilities

• Provide detailed documentation of reported incidents using ServiceNow.
• Respond to customer calls and inquiries effectively.
• Follow up with customers and resolve tickets satisfactorily.

Skills

Great Written and Communication Skills

Problem diagnosis and resolution

ServiceNow knowledge

Experience with Windows Operating System

Education

HDI Customer Service Representative certification or A+ certification

Tools

Microsoft Office Suite

Microsoft Exchange/Outlook

Job description

Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to supportTGSand our government customer in Baltimore, MD.This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
• The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
• Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
• Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.

The Contractor Shall:

• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
• Accept and process virtual call inquires for hardware and software.
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or elevate to incident (level 2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Resolve all tickets only when a problem has been rectified to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Gather information and follow required diagnostic procedures.
• Responds to email in a timely manner
• Adhere to the Call Center Policy Document
• Adhere to the Standard Operating Procedures (SOP).

Requirements:

• Applicants must be able to, with or without reasonable accommodation:
• lift and carry up to 50 pounds (telework carrying equipment)
• Navigate from the parking lot to the entrance and then to the designated workspace
• Work a minimum of 8 hours with a 30-minute lunch break
• Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
• Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
• Must live within 2 hours travel of the designated call center for which they are applying.

Education:

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
• Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
• Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.

Requirements:

• Must be able to obtain a Public Trust clearance

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352