Help Desk Agent (Help Desk TIER 1) Lead

Washington, District Of Columbia
Jun 25, 2022
Jun 28, 2022
Full Time

The Help Desk Agent (Help Desk TIER 1) Lead is responsible for ensuring customer satisfaction by resolving technical issues and ensuring their needs are met.

  • Responsible for training junior staff.
  • Work with end-users to resolve their problems or initiate service requests, escalate to Tier II support if the problem requires further troubleshooting.
  • Work independently from a standard protocol to respond to customer issues.
  • Successfully resolve moderate technical issues related to Hardware (HW) and Software (SW) from incoming customer contacts and proactive notification systems.
  • Proactively assist customers to avoid or reduce problem occurrence.
  • Ensure maximum diagnosis cycle times are adhered to, based on the severity level of the ticket.
  • Respond to the customer's questions ensuring high-level customer satisfaction by clarifying customer needs and ensuring they are met.
  • Other duties as assigned.

  • Bachelor's degree OR
  • High school diploma or GED and 5+ years of relevant experience providing hardware and software problem resolution
  • Experience and technical skills in Windows Server, Windows Desktop, Mac OS clients, MS Exchange, MS Office, HP hardware, and Network Communications
  • Customer service skills training is required
  • HDI certified
  • Must be a U.S. citizen
  • Successful completion of a background investigation
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills and Abilities:
  • Good interpersonal skills.
  • Strong communications skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end-user as well as the ability to explain problem resolutions when necessary.
  • Ability to occasionally work after hours, including nights, weekends, and holidays as required.

#Chenega Technical Innovations, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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