157 Jason May State Farm Agent Jobs

Tier 1 Help desk Agent Location Herndon, VA Contract Duration 7 years (Base + 6, 1-year Extensions) Clearance Active SECRET Description The Tier 1 Agent is responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met. Responsibilities Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool. May also make outboard service calls to potential customers. Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots. May be required to work in one or multiple work queues over various customer contact channels. When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created. Ensure compliance with all govrsquot policies, procedures and timelines for ticket escalation and resolution. Qualifications Required One to three (1 ndash 3) years of help deskservice desk experience. Ability to accurately document and ticketing information with minimal errors andor rework. Must be able to work independently, achieve productivity goals, and manage onersquos time. Strong written and verbal communication skills. Attention to detail and a can-do attitude. Must be able to work on site and weekends on a rotating schedule. Desired ITILv3 or ITILv4 Foundation Certification Microsoft IT Support Certification or HDI SCR Comp TIA A+ Certification Experience using Remedy or ServiceNow as a CRM Experience supporting the Department of State IT environment Position 1st OR 3rd Shifts