Lead Help Desk Agent (Hybrid)

Rockville , MD
Jul 15, 2022
Aug 12, 2022
Full Time
Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Job Summary:
We are seeking a lead help desk agent with the ability to coordinate activities and manage help desk agents across multiple projects. This important Project Help Desk is critical to support our field interviewers who are conducting studies, and respondents who are scheduling visits or inquiring about incentives. You will work with agents who respond to telephone and electronic requests. They also support online and in-person training as tech support, and process equipment swaps and returns. 

This position is full time with a flexible hybrid work schedule.

Job Responsibilities:
•    Track and monitor project metrics electronically, assist with agent training and monitoring, and have skills in operations planning and technical areas.  
•    Assist agents who troubleshoot and solve problems that relate to the technical support of hardware and data transmissions, answering procedural questions, and documenting problems in a customized system. 
•    Research questions using available information resources. 
•    Serve as a communications coordinator across a variety of time sensitive operational and technical issues, and maintain a master activities calendar.  

Basic Qualifications:
•    A bachelor's degree is required.  
•    At least 3 years of experience as help desk lead with troubleshooting technical issues is required.
•    Related experience with Microsoft Office, service desk software, hardware, and browsers. 

Preferred Qualifications:
•    ITIL certification is a plus. 
•    Prior work experience in ServiceNow and in a research environment. 

Minimum Qualifications:
•    Excellent professional oral and written communication skills in English, be detail orientation, possess strong problem-solving skills, and have a highly organized approach to work. 
•    Able to work in a multi-project team environment.  

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Eligible employees may participate in:
  • Employee Stock Ownership Plan
  • 401(k) Retirement Plan
  • Paid Parental Leave
  • Vacation Leave
  • Sick Leave
  • Holiday Leave
  • Professional Development
  • Health Advocate
  • Employee Assistance Program
  • Travel Accident Insurance
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short Term Disability Insurance
  • Long Term Disability Insurance
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Supplemental Life Insurance
  • Flexible Spending Account
  • Health Savings Account

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.