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Education Study Helpdesk Agent (Hourly)

Rockville , MD
Closing date
Nov 1, 2023

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Education, Research
Analyst, Research
Full Time
Career Level
Experienced (Non-Manager)

Job Details

Westat is currently seeking individuals to work 40 hours per week, Monday to Friday (Available 8:00am - 8:00pm) to support our field interviewers and respondents on a national education study. 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. This position is on-site at our Gaithersburg, MD location.

Duties & Responsibilities:
  • Monitor and respond to phone calls, voicemails, emails and live chat in a timely manner as assigned by Supervisors and Task Advisors.
  • Complete project non-disclosure forms, ensure, and adhere to project confidentiality requirements at all times.
  • Agree and adhere to protocol regarding use of work equipment and resources.
  • Record all incoming issues using ticket-tracking software on the computer.
  • Promptly follow up on all assigned Help Desk tickets.
  • Agents are required to attend all training sessions and any scheduled meetings after training.
  • Agents are responsible for learning project material in the Help Desk knowledge base and other reference materials.
  • Must be flexible and willing to help on other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but are not limited to: calling schools for follow up, project testing, or assisting with other operational tasks.
  • Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled basis.
Minimum Qualifications:
  • High School Diploma or equivalent.
  • Must be a U.S. Citizen
  • Must successfully complete a federal government background screening (eQIP).
  • Minimum 1-year customer service or Help Desk/call center experience.
  • Must be able to work a full-time 40-hour schedule according to your assigned shift at the Gaither Road location.
  • Must have a clear, easily understandable speaking voice in English.
  • Minimum typing speed of 30 WPM.
  • Must be able to spell accurately, have good sentence composition skills, and communicate using professional etiquette.
  • Must be able to answer questions in a grammatically correct, non-technical style, concentrating on brief questions and answers.
  • Bilingual applicants must be fluent in both Spanish and English and have excellent writing as well as speaking skills in both languages. Candidates will not be considered bilingual unless they possess excellent skills in all three areas of communication.
  • Must have a basic familiarity with browser-based software on a Windows 10 computer and with computer navigation on modern browsers including Chrome, Edge, and Firefox.
  • Must be able to communicate technical documentation clearly to users who may be unfamiliar with computers, smart phones, routers, or project-specific systems.
  • Must be able to quickly learn procedures and systems and adapt to changes throughout the assignment.
  • Must be able to apply acquired knowledge to clearly articulate answers to requesters.
Preferred Qualifications:
  • Associate's degree or higher in an IT-related or customer service field.
  • Entry level CompTIA A+ IT Certification.
  • Experience with Microsoft 365, Excel, Outlook, Teams, and Word.
  • Experience with remote conferencing software such as Microsoft Teams and Zoom.
  • Experience with remote support software, such as LogMeIn Rescue.
  • Experience with Deltek Time & Expense time-tracking software.
  • Experience with Windows 10 operating system; ChromeOS and Mac and iOS experience.
  • Experience with an electronic ticket tracking system, such as Zendesk, with integrated VOIP.
These assignments are temporary hourly positions. Benefits are based on hours worked and tenure.
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.


Westat, headquartered in Rockville, Maryland, near Washington, DC, is an employee-owned research corporation serving agencies of the U.S. Government, state and local governments, businesses, and foundations. We conduct surveys and program evaluations, provide statistical research, and offer related services. Our multiproject environment provides career opportunities in health, energy, education, transportation, the environment, human services, and the workforce. We combine the relevant research area expertise

Company info
1600 Research Blvd

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