Help Desk Position Overview Call Center environment, providing detailed callproblem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. 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 print problem determinationescalation. All employees are considered mission critical and are expected to report even during inclement weather conditions. Schedule Part Time - Monday to Wednesday from 6am to 430pm 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 interactionincident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems. The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems. Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP). Customer Service Representatives also utilize operational communications systems within the Service 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 ldquohow tordquo 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. Close all tickets only when a problem has been resolved to the customerrsquos satisfaction and all steps to resolve an issue are completely documented in the service tickets. Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list. Gather information and follow required diagnostic procedures. Adhere to the Standard Operating Procedures (SOP). Requirements Education The candidate must hold at least one of the following certifications HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification. Candidates supporting this function shall have a minimum of one year experience serving in a help desk role and experience with Windows Operating System workstationserver, Microsoft Systems Management Server (SMS), Microsoft ExchangeOutlook, clientserver applications, Transmission Control ProtocolInternet Protocol (TCPIP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.
Posting ID: 595467017Posted: 2021-01-04