Customer Help Desk Specialist
Telework

Tiber Creek Consulting, Inc. has an immediate opening for a Customer Help Desk Support Agent (Telework) with DoD Secret Clearance to join our client support team, teleworking 40 hours a week between the hours of 6AM and 8PM EST to include one weekend a month and some holidays. Associate’s Degree and at least two years of Customer Service experience providing support for complex software applications is required. Become a member on a team responsible for answering phone calls and emails and providing support and troubleshooting services to end-users of multiple software products serving our government clients. Your DoD call center / Military experience is a big plus.

Our Help Desk Team helps users experiencing technical difficulties with software products by utilizing proven diagnostic techniques and problem-solving methods, following standard operating procedures, and identifying issues to be escalated to Tier 2 Help Desk Agents for advanced support. If you have a strong aptitude for troubleshooting and problem-solving issues related to software products, strong written and verbal communication skills, experience working one-on-one with software users, and following up to ensure customer satisfaction, please consider joining our team of dedicated professionals. This is a fully remote position, full time with great benefits.

Apply To:https://tibercreek.com/careers/apply/
Education:Associates / B.S. / B.A. degree from accredited college or university is required.
Experience:Minimum of 2 years’ experience working for a call center help desk; DoD or Federal Government call center experience a plus. Military experience a plus.
Clearance:Current DoD Secret clearance or Public Trust.
Related Experience Should Include:
  • Responding to IT product related inquiries and requests for assistance from customers via telephone and email.
  • Using a ticket system to enter and track trouble ticket status from beginning to end.
  • Supporting a large customer base (thousands of users) or military community.
  • Working directly with customers in obtaining information needed to establish or change permissions.
  • Ability to use Frequently Asked Questions documentation and instruction manuals in order to resolve issues, answer questions, and provide guidance to users.
  • Communicating methods to troubleshoot minor browser/software malfunctions to end users.
Job Duties:
  • Provide assistance to customers experiencing technical difficulties with software products by utilizing diagnostic techniques and problem-solving methods.
  • Apply written and verbal communication (phone support and responding to email inquiries) to document requests, questions, steps leading to a perceived problem, and solution.
  • Create Help Desk tickets and maintain ticketing system to track progress towards resolution of issues reported by customers.
  • Correspond with Help Desk team members to facilitate your ability to answer end user questions.
  • Translate detailed logical steps developed by others into language understandable to users.
  • Troubleshoot browser and software-related issues.
  • Assess impact of reported incidents.
  • Resolve basic problems while escalating more complex problems to Tier 2 Help Desk Agents for advanced support.
  • Responsible for the activities associated with the identification, prioritization, and documentation of reported problems.
  • Work week includes Saturdays and some holidays.
Minimum Qualifiers:
  • Unable to work with 3rd party candidates or agencies.
  • Current DoD Secret clearance or Public Trust.
  • Must be willing to work hours as needed.

Interested in Joining Our Team?

Apply Now
Back to Careers