Help Desk Technician

Customer Service Representative

Tuknik Government Services, a Koniag Government Services company, is seeking a Customer Service Representative to support TGS and our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. 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 printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.

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 interaction/incident documentation of reported problems utilizing ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
• The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
• Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
• Customer Service Representatives also utilize Skype/Teams systems within the Call 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 "how to" 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.
• Resolve all tickets only when a problem has been rectified to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Gather information and follow required diagnostic procedures.
• Responds to email in a timely manner
• Adhere to the Call Center Policy Document
• Adhere to the Standard Operating Procedures (SOP).

Requirements:

• Applicants must be able to, with or without reasonable accommodation:
• lift and carry up to 50 pounds (telework carrying equipment)
• Navigate from the parking lot to the entrance and then to the designated workspace
• Work a minimum of 8 hours with a 30-minute lunch break
• Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
• Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
• Must live within 2 hours travel of the designated call center for which they are applying.

Education:

• The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
• Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
• Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.

Must be able to obtain a Public Trust clearance

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants.