Call Center Technical Support
Bluemont, VA Bluemont, VA Temporary Contract Temporary Contract $15 - $20 an hour $15 - $20 an hour 23 hours ago 23 hours ago 23 hours ago Essential Duties:
Receive and respond to Tier I Helpdesk calls pertaining to:
Email and network accounts, permission and access, password resets, and PIVs Conferencing and instant messaging support Mobile device support- iPhone and Android Remote desktop support using Remote Desktop software Telephone, voice service, VOIP support Email and telephone directory updates Network connectivity and remote access issues Network printing issues IT security issues and virus protection Software patches, updates, upgrades Data backup and recovery Incidents that are not resolvable at first contact are escalated to Tier II or appropriate functional group for resolution.
Document the actions taken in the Agency's incident tracking system and give customers guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support centers Minimum Experience, Education and Certification:
At least two years of experience in customer support providing technical help desk, service desk, or call center support services.
Experience updating a trouble ticketing system Minimum Knowledge, Skills and Abilities Ability to work effectively and efficiently in a team environment and relate well to others Ability to readily adapt to changing requirements Ability to handle frustrated customers with respect and patience Strong commitment to performing and producing at the highest level of quality at all times Ability to communicate clearly and effectively both in written and verbal communications Positive attitude focused on customer satisfaction Job Types:
Contract, Temporary Pay:
$15.
00 - $20.
00 per hour
Benefits:
Dental insurance Health insurance Vision insurance Schedule:
12 hour shift 8 hour shift Day shift Evening shift Holidays Night shift On call Overtime Weekend availability Application Question(s):
This position will require US Citizenship and the ability to obtain a Public Trust clearance.
Do you fit this requirement?
Experience:
Technical support:
1 year (Required) Help desk:
1 year (Required) Troubleshooting:
1 year (Required) Ticketing:
1 year (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
Receive and respond to Tier I Helpdesk calls pertaining to:
Email and network accounts, permission and access, password resets, and PIVs Conferencing and instant messaging support Mobile device support- iPhone and Android Remote desktop support using Remote Desktop software Telephone, voice service, VOIP support Email and telephone directory updates Network connectivity and remote access issues Network printing issues IT security issues and virus protection Software patches, updates, upgrades Data backup and recovery Incidents that are not resolvable at first contact are escalated to Tier II or appropriate functional group for resolution.
Document the actions taken in the Agency's incident tracking system and give customers guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support centers Minimum Experience, Education and Certification:
At least two years of experience in customer support providing technical help desk, service desk, or call center support services.
Experience updating a trouble ticketing system Minimum Knowledge, Skills and Abilities Ability to work effectively and efficiently in a team environment and relate well to others Ability to readily adapt to changing requirements Ability to handle frustrated customers with respect and patience Strong commitment to performing and producing at the highest level of quality at all times Ability to communicate clearly and effectively both in written and verbal communications Positive attitude focused on customer satisfaction Job Types:
Contract, Temporary Pay:
$15.
00 - $20.
00 per hour
Benefits:
Dental insurance Health insurance Vision insurance Schedule:
12 hour shift 8 hour shift Day shift Evening shift Holidays Night shift On call Overtime Weekend availability Application Question(s):
This position will require US Citizenship and the ability to obtain a Public Trust clearance.
Do you fit this requirement?
Experience:
Technical support:
1 year (Required) Help desk:
1 year (Required) Troubleshooting:
1 year (Required) Ticketing:
1 year (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
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