Help Desk Agent (Second Shift)

 

Description

Leidos has a remote opportunity for an IT professional to work as an Help Desk Agent supporting several federal customers. The successful candidate will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, to assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, etc. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.

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The selected candidate will provide professional, courteous, resourceful support to all incoming calls. Agents will be required to make outbound calls to service members advising them of a Department of Defense initiative regarding psychological care opportunities/coaching along with taking inbound calls from service members or their family requesting counseling sessions or program information. Occasionally there will be calls from service members in crisis and those calls will be documented with a warm transfer to a licensed professional to assist the caller. This position does not require the customer service representative to counsel these individuals, just document the call and the transfer to the VA crisis line.

Personnel must be proficient in relevant computer applications, customer service principles and practices, contact center telephony and technology. Attention to detail is necessary to manage complexity of contact. Proven ability to perform in a fast-paced environment and manage multiple tasks at once.

Schedule:

2:00pm to 10:30pm EST / Five days a week

• Please do not apply if this schedule doesn’t work for you as there is no flexibility on this shift.

Training Schedule:

Leidos will provide basic training on the systems that will be used. The training schedule will be 1-2 weeks (M-F) where the candidate will work with a trainer from 9am to 5pm EST. The selected candidate will need to attend this training during these hours.

Other Information:

Laptop, headset, mouse, Polycom phone, and keyboard provided by the company.

If this sounds like the kind of environment where you can thrive, keep reading!

Specific duties of the position include but are not limited to:

• Addresses support requests received over the phone or through email and web-based systems
• Provides prompt, courteous, and professional response to user calls during supported hours
• Updates and maintains Help Desk records in accordance with established support procedures

• Follows security requirements as requested by the Government Security Officer
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
• Adhere to approved Standard Operating Procedures (SOP), written or otherwise advised
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead
• Utilize instant messaging for communication between peers and leads for assistance (refrain from leaving assigned desk for communication as much as possible)
• Provide first level End User contact and resolution
• Obtains customer information by answering telephone calls and emails
• Guide users through setting up appointment
• Follow communication “scripts” when handling different topics
• Properly diagnose issues and route unresolved issues to the next level of support
• Accurately document user’s information in ticketing system during and after each call

Requirements:

• High school diploma with 1+ year call center/customer service representative experience
• Strong written and oral communication skills
• Strong computer hardware and software skills
• U.S. Citizen
• Ability to obtain and maintain a public trust security clearance
• Must possess an overall understanding of Help Desk operations and technical phases of the job and have Windows technical skills
• Must have excellent customer service skills with the ability to communicate clearly and effectively also experience in following documented policies and procedures
• Must have a desire to learn new skills and take the initiative to improve their performance through on the job training
• Must be available to assist in development and modification of procedures
• Must be able to adhere to the training schedule without any absences
• Use of own high-speed internet must be provided by the help desk support agent
• Designated workspace that is quiet and free of loud noise that may be distracting to your customer
• Must be flexible and willing to work different shifts upon changing business needs
• Must be flexible and willing to work weekends and holidays as needed

Preferred:

• Technical call center experience

Come join our rapidly growing team and enjoy these benefits:

• Hourly Rate: $16.00/hr
• Accrue 3 weeks of PTO during your first year
• Get ten paid holidays a year
• Access to benefits on day one
• Employee discounts
• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• Employee assistance program
• Flexible spending account
• Health savings account

Pay Range:

Pay Range $27,300.00 - $42,000.00 - $56,700.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote

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