Overview
On Site
$40,000 - $40,000 annually
Full Time
Skills
Call Center
Customer Service
Tier 1
Help Desk
Electronic Commerce
ACD
Management
Customer Relationship Management (CRM)
ServiceNow
Video
Testing
Training
Computer Hardware
Application Support
Documentation
Communication
Virtual Private Network
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a client in Alexandria, VA that is seeking a Tier 1 Help Desk Analyst responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. They will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account unlocking, basic workstation remediation, panel registration, panel ID lookup. Where required, the Tier 1 Help Desk Analyst will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Duties:
* Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
* Answer phones
* Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
* Escalate tickets to Tier II or other applicable support group
* Respond to customer inquiries using CRM tool (ServiceNow) regarding:
* Coordinate with Command Center Lead for Lessons Learned and additional support documentation
* Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions
* Login to daily training call
* Password resets
* Hardware Related audio and video issues
* Reviewer login support
* Reviewer orientation support
* Testing and validation as needed
* Technology Testing
* Attend daily training
REQUIREMENTS:
* High School diploma and 2 years of experience
* Experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset
Incident/Request (Analysis, Documentation)
* Effective written and oral communication skills
* Familiar with use of Virtual Private Network (VPN)
* GRFP Panels experience
* SharePoint experience
* Zoom experience
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client in Alexandria, VA that is seeking a Tier 1 Help Desk Analyst responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. They will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account unlocking, basic workstation remediation, panel registration, panel ID lookup. Where required, the Tier 1 Help Desk Analyst will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Duties:
* Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
* Answer phones
* Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
* Escalate tickets to Tier II or other applicable support group
* Respond to customer inquiries using CRM tool (ServiceNow) regarding:
* Coordinate with Command Center Lead for Lessons Learned and additional support documentation
* Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions
* Login to daily training call
* Password resets
* Hardware Related audio and video issues
* Reviewer login support
* Reviewer orientation support
* Testing and validation as needed
* Technology Testing
* Attend daily training
REQUIREMENTS:
* High School diploma and 2 years of experience
* Experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset
Incident/Request (Analysis, Documentation)
* Effective written and oral communication skills
* Familiar with use of Virtual Private Network (VPN)
* GRFP Panels experience
* SharePoint experience
* Zoom experience
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.