Help Desk Agent

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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

The Computer Operator II adapts to a variety of nonstandard problems that require extensive operator intervention (e.g. frequent introduction of new programs, applications, or procedures). In response to computer output instructions or error conditions, this worker chooses or devises a course of action from among several alternatives and alters or deviates from standard procedures if standard procedures do not provide a solution (e.g. reassigning equipment in order to work around faulty equipment or transfer channels); then refers problems if necessary. Typically, completed work is submitted to users without supervisory review.

Primary Duties

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Provide telephonic and web-based tier 0 and tier 1 help desk support to military personnel throughout the world. Support customers telephonically with troubleshooting, repair, and problem resolution on a variety of assigned topics. Elevate appropriate issues to other commercial or government help desk personnel to define and facilitate ultimate timely resolution.
• Maintain records, logs, and reports of assistance. Capture daily metrics and provide reports to supervisor for evaluation. Share reports with government customer to ensure compliance with key performance indicators.
• Follow standard operating procedures, security processes and protocols and report any issues to supervisor as needed.
• Maintain GFE in satisfactory working order and report any issues to government support personnel to facilitate prompt repairs. Participate in ongoing training w/ staff and government trainers to stay current on the latest systems and program upgrades.
• Meet and/or exceed established quality standards. Work with teammates, supervisors and government staff to achieve all required project deliverables. Participate in regular team and project meetings to review performance and improve metrics as necessary.
• Complete training as needed.
• Perform other responsibilities as assigned.

Additional Duties and Responsibilities

• Provide effective customer support services including technical advice, trouble analysis problem resolution, general information, systems support, courseware access, customer records maintenance, data entry, problem detection, and DL courseware enrollments.
• Maintains records, logs, and reports of assistance.
• Continue to meet and/or exceed established key performance standards in relation to operating procedures, security processes and protocols.
• Meet and/or exceed established quality standards. Work with teammates, supervisors, and government staff to achieve all required project deliverables. Participate in regular team and project meetings to review performance and improve metrics as necessary.

Qualifications: Education, Experience and Certification(s)

• High school diploma or GED required.
• At least one year of call center experience is required.
• Must be able to obtain and maintain a government-issued CAC.
• Must be able to work in a 24/7 operation and remain flexible to cover different shifts.
• Must be available to work some holidays, late evenings, overnight shifts, and during inclement weather or emergency situations. · Must also be able to obtain and maintain a Secret clearance and earn CompTIA A+ and Network+ certifications, or CompTIA Security+

Knowledge, Skills and Abilities

• Understanding of military terminology and Army Training programs preferred.
• Understanding of personal computers, working knowledge of Microsoft operating systems (versions 7 and above), Microsoft Office Suites (version 10 and above), and internet browsers (Firefox, Internet Explorer, Edge) required.
• Must be able to resolve customer service-related issues.
• Must have strong communication and organization skills.
• Must pass all required pre- and post-employment background checks, including drug screenin