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Help Desk Technician Tier 1 Junior
Ref No.: 19-00359
Location: Silver Spring, Maryland
Position Type:Full-time
Experience Level: 2 Years
Start Date: 07/30/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Public Trust
Job Summary:
Functions commonly performed:
  • Provide Tier I Service Desk assistance to end users through email on the CDER Direct Portal.
  • Use SOPs, FAQs and other documentation to analyze, identify, document, classify, triage and resolve all help desk emails/tickets created within CDER Direct, CDEReFacility, CDER eSub and OBI-ACA6004 mailboxes.
  • Function as primary entry point for all requests/issues submitted by users for the relevant applications.
  • Perform basic technical troubleshooting and inquiries to determine the nature of user related issues.
  • Communicate with the Subject Matter Experts (SMEs) and escalate issues accurately when appropriate; coordinate, collaborate, and provide documents to other service desks, data centers, users, and SMEs for timely resolution of submission issues
  • Achieve FCR or escalate tickets per established escalation procedures.
  • Send proactive emails to sponsors regarding necessary SPL corrections or administrative issues when directed.
  • Archive emails following the SOPs.
Knowledge/skills:
  • 1-2 years of call center management experience.
  • High School Diploma.
  • Bachelor’s degree in Computer Science/Engineering or related field a plus.
  • Excellent customer service skills.
  • Strong verbal and written communication skills and excellent interpersonal skills.
  • Ability to exercise good judgment, prioritize multiple tasks and problem solving under pressure of deadlines.
  • Must have positive team-oriented attitude.
  • Must have strong attention to detail and analytical ability to resolve complex customer inquiries.
  • Government contract experience a plus.
  • Must be able to must obtain and maintain Public Trust level 5 security clearance.

Must be able to must obtain and maintain Public Trust level 5 security clearance.