Help Desk Technician

Durham, NC - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Tuknik Government Servicesa Koniag Government Services company is seeking a Customer Service Representative to supportTGSand our government customer in Baltimore MD.This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and more.

Work in a Call Center environment providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware software mainframe access and printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions Responsibilities & Duties may include but are not limited to:

The Initial Call Intake function normally performed by the Customer Service Representative (CSR) provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware software video mainframe and network problems utilizing the Call Center knowledge base.
Additionally the contractor dispatches all vendor hardware maintenance requests following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.

The Contractor Shall:

Utilize email instant messaging and other monitoring tools to remain aware of current issues affecting widespread availability.
Respond to customer calls concerning general inquiries providing how to assistance for specific problems.
Accept and process virtual call inquires for hardware and software.
Open a call ticket for every customer contact and determine and document scope impact and priority; resolve or escalate to incident (level 2).
Follow-up with customers vendors or SSA components as required to resolve problems and ensure ticket updates are current.
Resolve all tickets only when a problem has been rectified to the customers satisfaction and all steps to resolve an issue are completely documented in the service tickets.
Gather information and follow required diagnostic procedures.
Responds to email in a timely manner
Adhere to the Call Center Policy Document
Adhere to the Standard Operating Procedures (SOP).

Requirements:

Applicants must be able to with or without reasonable accommodation:
lift and carry up to 50 pounds (telework carrying equipment)
Navigate from the parking lot to the entrance and then to the designated workspace
Work a minimum of 8 hours with a 30-minute lunch break
Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
Must live within 2 hours travel of the designated call center for which they are applying.

Education:

The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A certification.
Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
Experience with Windows Operating System workstation/server Microsoft Systems Management Server (SMS) Microsoft Office Suite Microsoft Exchange/Outlook.

Requirements:

Must be able to obtain a Public Trust clearance

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Required Experience:

Tuknik Government Servicesa Koniag Government Services company is seeking a Customer Service Representative to supportTGSand our government customer in Baltimore MD.This position requires the candidate to be able to obtain a Public Trust.We offer competitive compensation and an extraordinary benefit...

Essential Functions Responsibilities & Duties may include but are not limited to:

The Initial Call Intake function normally performed by the Customer Service Representative (CSR) provides detailed interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware software video mainframe and network problems utilizing the Call Center knowledge base.
Additionally the contractor dispatches all vendor hardware maintenance requests following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.

The Contractor Shall:

Utilize email instant messaging and other monitoring tools to remain aware of current issues affecting widespread availability.
Respond to customer calls concerning general inquiries providing how to assistance for specific problems.
Accept and process virtual call inquires for hardware and software.
Open a call ticket for every customer contact and determine and document scope impact and priority; resolve or escalate to incident (level 2).
Follow-up with customers vendors or SSA components as required to resolve problems and ensure ticket updates are current.
Resolve all tickets only when a problem has been rectified to the customers satisfaction and all steps to resolve an issue are completely documented in the service tickets.
Gather information and follow required diagnostic procedures.
Responds to email in a timely manner
Adhere to the Call Center Policy Document
Adhere to the Standard Operating Procedures (SOP).

Requirements:

Applicants must be able to with or without reasonable accommodation:
lift and carry up to 50 pounds (telework carrying equipment)
Navigate from the parking lot to the entrance and then to the designated workspace
Work a minimum of 8 hours with a 30-minute lunch break
Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
Must live within 2 hours travel of the designated call center for which they are applying.

Education:

The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A certification.
Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
Experience with Windows Operating System workstation/server Microsoft Systems Management Server (SMS) Microsoft Office Suite Microsoft Exchange/Outlook.

Requirements: