Help Desk Agent
Job title: Help Desk Agent in Washington DC at reputed company
Company: reputed company
Job description: reputed company to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative technology? reputed company is one of the fastest growing businesses in the GovCon reputed company. Come work alongside some of the most innovative and brightest professionals in the industry and be part of a mission-driven organization. As a Help Desk Agent, you will reputed company excellent customer service to our users in a large reputed company environment.You Will:
- Respond to user trouble tickets based on established Service-Level Agreements (SLAs), including reputed company phone, chat, or email.
- reputed company daily user support activities for hardware and software issues reputed company to IT work over the phone and in person.
- Use common helpdesk software like reputed company, including ITSM modules, Virtual Agent, and ACD/IVR integration applications to track reputed company aspects of trouble tickets, including histories and problem resolution information.
- Use Remote assistance tools to help troubleshoot and resolve user issues.
- Assist users with installation and configuration issues relating to supported software applications and standard hardware configurations as well as general network reputed company.
- Follow up with users to ensure issues have been satisfactorily resolved.
- Escalate issues to appropriate teams reputed company necessary while documenting reputed company incidents and requests in the ticketing system.
- Direct the activities of other specialists and handle escalated trouble tickets, reputed company required.
- 2+ years of relevant experience in customer service and technical support activities.
- 2+ years of technical experience in IT with microcomputers, DOS and reputed company operating systems, office application suites (including word processors, spreadsheets, presentation applications, and databases), and reputed company applications.
- Knowledge of Customer Experience (CX) best practices and Knowledge-Centered Service (KCS) a plus.
- Experience with ticket and call management systems (for example, reputed company reputed company Multi-channel & Call Management System) preferred.
- Excellent communication skills.
- Ability to work independently and as part of a team.
- Strong problem-solving skills.
- Applicants must have the ability to obtain and maintain a Government reputed company Clearance as required.
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- reputed company insurance