Help Desk Agent (Help Desk TIER 1)

Washington , District Of Columbia
Sep 11, 2020
Oct 16, 2020
Full Time


Company Job Title:

Help Desk Agent (Help Desk TIER 1)


Background Check


Washington, DC

Reports To:

Senior Ops and Capture Manager

FLSA Status:

Exempt, Full Time, Regular
  • Contingent upon position availability
  • Summary:

The Help Desk Agent (Help Desk TIER 1) is responsible for ensuring customer satisfaction by resolving technical issues and ensuring their needs are met.

Duties and Responsibilities:
  • Work with end users to resolve their problems or initiate service request, escalate to Tier II support if problem requires further trouble shooting.
  • Work independently from a standard protocol to respond to customer issues.
  • Successfully resolve moderate technical issues (related to HW and SW) from incoming customer contacts and proactive notification systems.
  • Proactively assist customers to avoid or reduce problem occurrence.
  • Ensure maximum diagnosis cycle times are adhered to based upon severity level of the ticket.
  • Respond to the customer's questions ensuring high level customer satisfaction by clarifying customer needs and ensuring they are met.
  • Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
  • Bachelor's degree in IT, or related technical degree OR 3 years of relevant experience providing hardware and software problem resolution
  • Experience and technical skills in:
  • Windows Server
  • Windows Desktop
  • Mac OS clients
  • MS Exchange
  • MS Office
  • HP hardware
  • Network Communications
  • Customer service skills training is required
  • HDI certified
  • Must successfully attain a Public Trust Clearance after a background investigation by the US Capital Police

Knowledge, Skills and Abilities:
  • Good interpersonal skills.
  • Strong communications skills (both written and oral), strong customer service and excellent interpersonal skills, ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
  • Ability to occasionally work after hours.

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)
  • The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
  • During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program.

Primary Location: United States-District of Columbia-Washington DC

Organization: Chenega Technical Innovations
Strategic Business Unit: Military Intelligence and Operations Support
Security Requirements: Background Check
Job Schedule: Full Time Exempt
Recruiter: Shanna Perez
Req ID: 2000000428

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