Help Desk Agent

Gaithersburg, MD
Dec 07, 2021
Dec 09, 2021
Full Time
This is currently a remote position but will transition to in-office. Our office is located in Gaithersburg, Maryland. Candidates must be located within commutable distance to Gaithersburg, Maryland. * Duties & Responsibilities: * Monitor and respond to phone calls, voicemails, emails and live chat in a timely manner as assigned by Supervisors. The help desk is planning for agents to begin the assignment working remotely from home. Agents who work from home remotely are expected to perform duties in a quiet and professional workspace. During the assignment, agents may be assigned to work on-site at the Gaither Road office in alternating shifts to support digitally based assessments using on-site equipment. 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 call tracking software on the computer. Promptly follow up on all assigned Help Desk tickets. Agents are required to attend scheduled meetings and each day of every assigned training session. Agents are responsible for learning project material in the Help Desk knowledge base and other reference materials. Must be dependable and able to work a full-time 40-hour schedule according to your assigned shift. Agents are expected to be ready to take calls at the start of the shift. Must be flexible and willing to help out 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 according to desired performance. Required Qualifications: High School Diploma or equivalent. Must be a US Citizen Must successfully complete a federal government background screening (eQIP). Minimum 1 year customer service or Help Desk/call center experience. Must exhibit professional courtesy and proper phone etiquette when speaking with callers. Must have a clear, easily understandable speaking voice in English. Must type with accurate spelling, good sentence composition skills with professional electronic communications etiquette and the ability to answer questions in a grammatically correct non-technical style, concentrating on brief questions and answers. Minimum 30 WPM. Bilingual applicants must be fluent and have excellent speaking and writing skills in both Spanish and English. Must have a basic familiarity with browser-based software on a Windows 10 computer and with computer navigation on modern browsers including Google Chrome, Firefox, Safari, and Edge. Must be able to communicate technical documentation clearly to users who may be unfamiliar with computers or project specific systems. Must be reliable, flexible, and must enjoy working in a fast-paced environment. Must be able to quickly learn procedures and systems used and adapt to changes throughout the assignment. Must be able to apply acquired knowledge to clearly articulate answers to callers Preferred Qualifications and skills: Associate's degree or higher in an IT-related or customer service field. Entry level CompTIA A+ IT Certification. Experience with Microsoft Excel, Word, Outlook, Office 365, and remote support software such as LogMeIn Rescue. Experience with Windows 10 operating system. Mac and iOS experience is a plus. Experience with an electronic ticket tracking system such as Zendesk, with integrated VOIP. *Extensive training will be provided. * Equal Opportunity Employer/Veteran/Disabled Job Type: Full-time