Technical Support Specialist

Rockville, MD
Aug 02, 2019
Aug 16, 2019
Full Time
Westat is seeking a Technical Support Specialist to help with the day to day telephone system operations. This person will be responsible for setting up phone systems, monitoring the help line, setting up conference calls and supporting staff with any related issues.

Wireless Device Management - Ordering all wireless devices for all project field studies (cell phones, Smart phones (IOS and Android), data devices and Tablets) ; - inventory management of all ordered devices; - receipting of all devices at end of project, and canceling service with vendors.; Generating Inventory tracking reports for projects and Quality Control inventory to make sure all equipment is accounted for; - Managing staff devices; placing orders, doing activations and configurations, making sure charges are going to correct project numbers. This position will also be point of contact for troubleshooting device problems with staff; - working with Verizon and AT&T account reps with our rate plans and our accounts.

Helpdesk Administration - Monitor both telecom email and phone and assist staff with phone problems, wireless problems, conferencing, headset issues, etc.

Software usage - Will need to learn the following Phone system applications for Rockville Campus and off-site location: UCM - database of all Westat phone lines where we add phones, delete phones, etc.; AVST - managing the voicemail system, adding/deleting users; programming voice menus, etc.; E911 - managing database of staff locations for 911 purposes. This must be updated daily.; RingCentral - manage phones for Westat off-site locations (San Antonio, Austin, New Hampshire, Houston).; PureCloud - this is our call center software used by Pc Help, Travel, and Projects like NAEP Recruiting, Campus Safety and EADA.; Staff will contact Telecom via phone or email about any one of the above applications and require assistance with setups, problems, etc.

Conferencing Services - Works with Staff to set up conferencing accounts and often gives instructions on use as well as being in charge of the monthly invoice. Person will work with staff to ensure charge codes are correct when reconciling the invoice.

Basic Qualifications

· Strong Excel skills since all records are done in Excel.

· Smartphone and data device knowledge - needed for setups and troubleshooting.

· Attention to detail in keeping track of all inventory.

· Knowledge of Westat policies and our campus phones, etc. is preferred but not required.

Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the position, based on the specific position which may include, for example, identity verification, employment history, or criminal records history.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, age, national origin, veteran status, disability, or any other classification protected by Federal, state, or local law.

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