Help Desk Agents

Rockville , MD
Sep 25, 2021
Oct 07, 2021
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 help desk agents with the ability to support projects receiving requests for assistance via phone, email, and voice mail.  This important field help desk is critical to support our field interviewers, respondents, home office staff, and other project participants.  Field Help desk staff should remain calm and patient under pressure and thrive in a team environment. They also support equipment configuration, shipment, receipt, and tracking. You will work in our Rockville office at least three times per week. 

Job Responsibilities:
• Answer technical calls, emails, and voicemails and document issue details into customized tracking systems.
• Solve or troubleshoot problems that relate to the technical support of a wide variety of issues including hardware, survey software and various systems, debit cards, and data transmissions.
• Answer procedural questions that require a strong understanding of current operating systems, browsers, and the ability to resolve issues with peripheral devices.
• Provide administrative tasks to other areas or functions of the project on an as needed basis, such as those requiring the use of Microsoft Office products or creating FedEx labels.
• Assist with the configuration of laptops, shipping and receipt of equipment, and equipment tracking.
• Support online and in-person trainings (at various locations post-COVID).
• Work in our Rockville office at least three times per week and transport equipment, as needed, between our Montgomery County locations.
Basic Qualifications:
• A High School Diploma and some college courses required. 
• Must have customer service experience. 

Preferred Qualifications:
• Prior experience with Westat research help desk support. 

Minimum Qualifications:
• Must possess excellent verbal and written communication skills.
• Detail oriented, and have a highly organized approach to work and strong problem-solving skills. 

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

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.