Tier I Call Center Support Agent

RESPONSIBILITIES

• Respond to requests for technical assistance via phone, email or via the web queue, including chat or Instant Message, when implemented.
• Open service desk tickets and ensure proper information is collected from user and recorded in service management system.
• Diagnose and resolve routine hardware and software issues.
• Research questions using the FDA Help Desk Knowledge Base, the FDA Intranet, and other available information resources.
• Provide incident and problem management for all issues reported to the Help Desk by creating, updating, and managing requests.
• Meet First Call Resolution (“FCR”) goals; suggest improvement to increase the FCR rate.
• Provide incident resolution and troubleshooting assistance for Government owned and off-site computers.
• Escalate issues as appropriate.
• Stay current with system information, changes, and updates to increase first call resolutions and Client service satisfaction.
• Document and ensure proper information is recorded as part of the incident/problem resolutions.
• Ensure proper closeout of tickets once resolution has been confirmed.
• Install and configure FDA qualified products and upgrades. These could include applications, software, utilities, device drivers, and operating systems.
• Assign priority levels to the service request based on the urgency of the request as it relates to business impact.
• Manage customer usernames and passwords for all systems under the Subcontractor’s control using FDA provided tools for both on-site and off-site users. These tools are subject to change as necessary to meet FDA’s mission. The Subcontractor shall comply with all FDA policies and follow all FDA procedures regarding password creation, resets and maintenance.
• Research, test and coordinate resolutions via secure remote access for user issues. The Subcontractor, as requested, shall document and/or update Secure Remote Access Service (“SRAS”) procedures, policies and FAQs for users or as approved by HT’s Technical Representative.
• Provide 24x7 reporting/communication services for Global/High impact issues and outages.

 REQUIRED QUALIFICATIONS

• Must have knowledge and experience in customer service practices. 
• Required professional attitude, company focus, and strong work ethic. 
• Proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties. 
• Ability to perform shift work.
• Must be able to obtain Public Trust security clearance.  
• Ability to perform shift work.

REQUIRED CERTIFICATIONS

• Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. (Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.)

We are seeking a Help Desk Analyst to join our team supporting the FDA IT BPA in Silver Spring, MD.

The FDA IT Help Desk Contract provides support for enterprise IT service requests for 22,000 users worldwide. As a subcontractor to Human Touch, TekSynap provides End User Support including Tiers 1 and 2 help desk support including hardware and software diagnostics and resolution, as well as telecom and networking troubleshooting. Support is provided 24 hours a day, 7 days a week, 365 days a year. 

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status.  If at any time you would like to opt out of text messaging, respond "STOP".

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Silver Spring, MD
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is 8 hour shifts between 6:00 AM and 6:00 PM. This results in a 40 hour a week shift. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S Citizen

Must be able to obtain Public Trust security clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WAGE INFORMATION

Target salary range: $15-$16 per hour.  The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements.  The displayed salary is one component of the total compensation package for employees. 

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.