Westat is currently seeking an experienced helpdesk agent to work 40 hours per week, Monday to Friday (8:00am - 5:00pm) to support our field interviewers and respondents with research surveys for our Gaithersburg, MD office. A successful candidate must have previous Westat Help Desk experience, a basic familiarity with browser-based software on a Windows 10 computer, and with computer navigation on modern browsers.

Job 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 scheduled basis.

Minimum Qualifications:

•     High School Diploma/ GED
•     US Citizenship
•     MS Office Suite experience
•     Zendesk ticketing system experience.
•     Prior Westat Help Desk experience.
•     Experience with managing and assessing system design methodologies.
•     Must type a minimum 30 WPM with accurate spelling, good sentence composition skills with professional electronic communications etiquette and the ability to answer questions in a grammatically correct non-technical style, concentrating on brief questions and answers.
•     Experience working with operations and planning on multiple projects.
•     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.
•     Must be available to work 40 hours per week, 8:00 am to 5:00 pm, Monday to Friday

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, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.