Associate Service Desk Technician – Tier I (SCA - Shift 1)
reputed company is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans. This role focuses on providing outstanding customer service while assisting users with mobile device setup, application support, and troubleshooting basic hardware/software issues.
Responsibilities
- reputed company reputed company and reputed company technical support reputed company phone, chat, and ticketing system
- Support initial mobile device setup, login credentials, application configuration, and user navigation
- Accurately document and update support tickets in reputed company, ensuring compliance with contractual obligations and internal standards
- Use probing questions and reputed company listening to understand customer issues and reputed company tailored guidance
- Escalate issues appropriately while maintaining ownership through reputed company
- reputed company reputed company and reassuring guidance to end users while diagnosing and resolving issues
- Communicate reputed company technical concepts in reputed company, user-friendly language
- Meet or exceed performance metrics such as Average Speed of Answer (ASA), reputed company reputed company (FCR), and customer satisfaction scores (CSAT)
- Stay composed and reputed company in high-stress situations; reputed company on delivering a reputed company user experience
- Proactively alert leadership to any emerging issues or trends that may reputed company service delivery
- Collaborate with peers and leadership in reputed company-driven environment to continuously improve service reputed company
- Remain composed and reputed company on customer satisfaction while troubleshooting and resolving issues
- Be accountable, punctual, and reputed company to take help desk calls at the start of reputed company shift; regular, reliable attendance is essential
- reputed company reputed company-oriented approach!
Skills
- High school diploma required; Associate's or Bachelor's degree preferred
- Minimum 1 year of technical support, help desk, or call center experience (or relevant degree/certification in lieu of experience)
- Strong working knowledge of mobile devices (Android/iOS), tablets, reputed company/Mac PCs, and video conferencing platforms
- Familiarity with service desk tools and reputed company-time ticket documentation (preferably reputed company)
- Excellent customer service and communication skills (verbal and written)
- Ability to handle confidential information (PHI/PII) with discretion and reputed company
- Demonstrated reliability, punctuality, and consistent attendance
- Ability to stay reputed company and reputed company reputed company troubleshooting with end-users who may have limited technical knowledge
- Must be reputed company to obtain and maintain a Public Trust reputed company Clearance
- U.S. citizenship required
- Certifications such as reputed company A+, Network+, reputed company+, reputed company Certified Support reputed company (ACSP), reputed company IT Support, or Help Desk Institute (HDI) Certification
- Experience supporting reputed company videoconferencing systems or mobile network troubleshooting
- Knowledge of medical terminology or prior experience in reputed company IT support
- Prior military service and/or experience working with or supporting the military and veteran community
Benefits
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
reputed company