PC Helpdesk Technician

Rockville , MD
Jun 21, 2022
Jul 05, 2022
Full Time
Westat has an immediate opening for a Helpdesk Technician to join our Office Automation Systems (OAsys) team. This position is FT (8 hours/day), onsite to start with the possibility of transitioning to a hybrid work arrangement once fully trained

Duties & Responsibilities:  
•    Monitor and respond to phone calls, voicemails, emails, and live chat as assigned.  
•    Record all incoming issues using call tracking software on the computer.  
•    Promptly follow up on all assigned Help Desk tickets and other assigned tasks.  
•    Learn and follow company-specific standard protocols and procedures
•    Must be dependable and ready to answer calls at the start of the shift.  
•    Must be flexible and willing to help out on other tasks as they arise. These tasks would be similar to Help Desk tasks and assigned by the Help Desk manager.  
Required Qualifications:  
•    Must be able to work FT, between the hours of 7:30 AM - 6:00 PM (with a half-hour lunch break)
•    High School Diploma or equivalent. 
•    Minimum 2 years of customer service or Help Desk/call center experience.  
•    Experience with Office 365 applications such as Microsoft Excel, Word, and Outlook at an intermediate level is required.  
•    Must exhibit professional courtesy and proper phone etiquette when speaking with callers, and have a clear, easily understandable speaking voice. 
•    Good typing skills and professional etiquette in electronic (email) communications, including accurate spelling, good sentence composition, and the ability to answer questions in a grammatically correct non-technical style, concentrating on brief questions and answers.  
Strong problem-solving skills, adept at tackling a wide variety of issues (someone who enjoys the challenge of problem-solving will enjoy working on the OAsys helpdesk).  
•    Must be able to work in a fast-paced environment and quickly adapt to workloads with increasing complexity.  
•    Ability to use reference materials from a variety of sources such as network-based electronic files, printed manuals, and the internet.  
•    Basic working knowledge and experience with Windows Operating System and browser-based web applications. Knowledge of Macintosh Operating System a plus.
Preferred Qualifications and Skills:
•    2 year Associate's degree or higher in an IT or customer service-related major. IT Certification is a plus.  
•    Advanced technical triage and troubleshooting skills, with the ability to explain computer terminology and use technical solutions to help individuals with limited computer skills is a major plus. This includes but is not limited to: Windows operating system and Microsoft Office troubleshooting, web browsers (Internet Explorer, Firefox, Chrome, Safari), printers, wired and wireless network/Internet connections, and wireless hotspot devices, laptops, tablets, and Mac OS systems.  
 These assignments are temporary hourly positions. Benefits are based on hours worked and tenure. 
 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.

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