Service Desk Agent/ Lead (Both 2 Positions) : San Diego, CA (Onsite) : Contract

Overview

On Site
$20
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 25 day((s))

Skills

("SERVICE DESK" OR "DESK SIDE" OR DESKSIDE OR "IT SUPPORT" OR "CUSTOMER SERVICE" OR "ON CALL" OR "ON-CALL" OR "IN-BOND" OR &

Job Details

/ Lead (Both 2 Positions)

Location: San Diego, CA- 92120 (5 Days Onsite/Week)

Duration: 6+ Months Contract

Job Summary:

  • We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department.
  • This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users.
  • This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

  • Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
  • Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
  • Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
  • Proactively minimize hold times and ensure a smooth, positive experience for callers.
  • Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
  • Maintain clear documentation of all interactions and support activities.
  • Help reduce call abandonment rates and increase responsiveness through process awareness.
  • Stay current on evolving tools, systems, and internal workflows.

  • Experience in a customer-facing technical support or contact center role.
  • Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
  • Strong communication, active listening, and troubleshooting skills.
  • Ability to thrive in a fast-paced, high-volume support environment.
  • Strong ownership mindset and willingness to adapt to changing support demands.

  • Experience supporting government or public-sector entities is a plus.
  • Familiarity with ITIL/SLAs/service desk processes preferred.
  • Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.

Thanks & Regards,

Awdesh Kumar

InfiCare Staffing | 22375 Broderick Drive #225 Dulles, VA 20166

Direct: |

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