Helpdesk Agent

Westat is currently seeking individuals to work 40 hours per week, Monday to Friday (11:00am - 8:00pm) to support our field interviewers and respondents on a national education study.  This position is on-site at our Gaithersburg, MD location. A successful candidate must have 1 year customer service or Help Desk/call center experience, a basic familiarity with browser-based software on a Windows 10 computer, and with computer navigation on modern browsers.

Duties & Responsibilities:

• Administrative Support (MS Excel, MS Word, Data Entry)
• Must exhibit professional courtesy and proper phone etiquette when speaking with callers.
• Customer Service (Live Chat and calling schools for follow up)
• Must submit to and successfully pass eQIP background clearance for Dept. of Ed. contract.
• Ability to lift up to 20 lbs.
• Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled basis.

Minimum Qualifications:

• High School Diploma/ GED
• US Citizenship
• Must be available to work 40 hours per week, 11:30 am to 8:00 pm, Monday to Friday
• Minimum 1 year customer service or Help Desk/call center experience.
• MS Office Suite experience
• Must type Minimum 30 WPM with accurate spelling, good sentence composition skills   with professional electronic communications etiquette and the ability to answer questions in grammatically correct non-technical style, concentrating on brief questions and answers.
• Must have a basic familiarity with browser-based software on a Windows 10 computer and with computer navigation on modern browsers including Google Chrome, Firefox, Safari, and Edge.

Protecting the health and safety of our employees and survey participants is a top priority for Westat. As a federal government contractor, Westat will require Westat staff, regardless of work location, to provide proof that they are fully vaccinated against COVID-19 upon hire and to follow all safety protocols, subject to approved accommodations under applicable law.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.