Technical Support I

ASRC Federal; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

ASRC Federal Cyber LLC is seeking a Technical Support Specialist 1 to deliver remote Tier 1 help desk support for FDA OII Applications. You will handle calls, emails, and tickets with attention to quality and customer service, using ServiceNow and KB tools to resolve issues.

The role requires a high school diploma (some college preferred), US citizenship, and 2+ years in a customer service or help desk environment. Strong organizational skills and teamwork are essential.

Qualifications

• High School Diploma or GED; some college coursework preferred.
• Must be able to work 6:00 AM–7:00 PM Mountain Time.
• U.S. Citizenship required.
• 2+ years in contact center/customer service or equivalent help desk experience.
• Knowledge of customer service practices/quality management is a plus.
• Must pass Federal Government background investigation (FDA Public Trust).

Responsibilities

• Provide Tier 1 end-user support for FDA OII Applications clients.
• Answer calls, emails, and tickets from customers.
• Use Knowledgebase to retrieve and improve KB solutions.
• Log incoming interactions in ServiceNow.
• Utilize internal Contact Center tools as required.

Skills

Organizational skills

Multitasking

Problem solving

Team player

Education

High School Diploma/GED

Some college coursework

Tools

ServiceNow

Knowledgebase tools

Job description

ASRC Federal Cyber LLC, a subsidiary of ASRC Federal, is recruiting a Technical Support Specialist 1. This position will be providing remote help desk support to the FDA.

TIER 1 HELP DESK

Provide exceptional Tier 1 support for specified FDA OII Applications clients. The Tier 1 Support analyst performs end-user support for OII Applications, take customer calls, address customer emails and tickets. Use Knowledgebase tool to retrieve and improve KB solutions, use the ServiceNow ticketing system to log incoming calls and emails, and use internal Contact Center tools as required.

• High School Diploma/ GED / some college work preferred.
• Must be able to work any Office hours from 6:00AM to 7:00PM Mountain Time
• Must be a US Citizen
• 2+ years of experience in Contact Center Customer Service or equivalent help desk experience
• Knowledge and experience of customer service practices/quality management best practices
• Proven work experience as a quality control/assurance professional or equivalent help desk experience
• Must be able to pass a Federal Government background investigation (Food & Drug Administration Public Trust)
• Very good organizational skills, ability to multi-task, good problem-solving skills, ability to work independently and as part of a team.
• Ability to communicate clearly, providing accurate and professional responses
• Ability to maintain good working relationship with peers and customers of all technical and non-technical levels.
• Solid organizational skills, including multitasking and time-management.
• Must be a team player and be able to work effectively as an individual.