Must be able to work rotating 4x10 Night Shift 8:30pm-7:00am
Serve as the first point of contact for government end users contacting the IT Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.
Perform initial triage and troubleshooting of common IT issues including but not limited to password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.
Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing the need for escalation.
Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to the appropriate Tier 2 or Tier 3 support teams, ensuring all relevant information is captured and communicated clearly.
Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.
Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.
Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.
Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.
Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.
Contribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.
Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.
- Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.
- What You Need to Succeed (Minimum Requirements)
- Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.
High school diploma or GED required.
Minimum of one (1) year of experience in a call center, help desk, customer service, or technical support environment.
Basic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.
Strong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.
Demonstrated customer service skills and a professional, patient, and solution-oriented approach.
Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
Experience documenting incidents and service requests in an ITSM ticketing system.
Ability to follow established procedures, knowledge articles, and standard operating procedures (SOPs).
Strong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
Ability to work independently and as part of a team in a customer-focused support environment.
- Strong time management skills with the ability to meet schedule and attendance requirements.
- Ideally, You Also Have (Preferred Qualifications)
- Active Secret clearance or higher.
ITIL Foundation certification or familiarity with ITIL service management principles.
CompTIA A+, Network+, or other relevant entry-level IT certifications.
HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
Experience supporting federal government customers or working in a regulated government environment.
Familiarity with remote support tools, including Remote Desktop Protocol (RDP), Microsoft SCCM, or similar platforms.
Experience supporting multi-factor authentication (MFA) solutions and identity/access management processes.
Knowledge of federal IT security policies, cybersecurity best practices, and end-user security awareness principles.
Bilingual communication skills.Experience providing support in a high-volume call center or enterprise service desk environment.
