Field Help Desk Agent

Rockville, MD
Sep 18, 2019
Oct 12, 2019
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:
Westat is seeking a help desk agent with the ability to support Field Help Desk projects and coordinate activities across projects receiving assistance via phone and electronically. This help desk is critical to support our field interviewers who are conducting in-person interviews. Field Help desk staff should remain calm and patient under pressure and thrive in a team environment.

Job Responsibilities:
• The field help desk agent will answer procedural questions, probe for details, and solve problems that relate to the technical support of hardware and data transmissions across projects during their shift.
• Report to the Field Help Desk Coordinators on operational and technical issues.
• Provide technical skills in areas when performing LogMeIn sessions, CRM Dynamics chat sessions, and ensure all contacts are thoroughly documented in a customized system.
• Occasional overnight travel may be required to support off-site trainings, along with local travel to receipt and configure hardware.
• Coach junior agents to troubleshoot calls, properly record interactions in Dynamics, and train new agents.

Basic Qualifications:
• A Bachelor's degree in an Information Technology field and 2 years of experience in IT, research, or customer service field is required.
• This position requires you to work from Saturday through Wednesday from 11:30am -8:00pm.

Candidates should possess excellent verbal and written communication skills in English and Spanish, and be detail oriented and have strong problem-solving skills. Westat experience preferred.

Westat offers competitive benefits with ESOP, 401k, Health, Dental, paid vacation, sick and holiday leave, professional development as well as other benefits.

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

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