Overview
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. The shift for this position is Monday, Tuesday, Thursday from 8:00 PM – 11:00 PM EST and Saturday - Sunday from 12:00 PM - 3:00 PM EST with a total of 15 hours per week.
Responsibilities
- Answer incoming calls/emails from customers to provide basic help desk support and troubleshoot user problems.
- Provide professional customer service and timely resolution or escalation of issues.
- Perform user data corrections and respond to questions.
- Assist users with moving their accounts between locations, updating contact information and setting up alerts on multiple devices.
- Send more complicated user issues to appropriate hierarchy for troubleshooting.
- Learn fundamental operations of commonly used software, hardware and other equipment.
- Accurately log all service requests and document resolutions using call tracking software.
- Educate end users on appropriate system use and share technology best practices.
- Exercise patience and professionalism during stressful situations.
Qualifications
- Must have an active DOD Secret clearance or higher.
- 1+ years of help desk experience preferred.
- Must be able to work independently and responsibly without direct supervision.
- Outstanding oral and written communication skills and attention to detail.
- Technical troubleshooting skills in researching and documenting resolutions.
- Friendly presence and helpful attitude; good interpersonal skills.
- Ability to provide technical support over the phone; good phone skills.
- Accurately and consistently document all work; good writing skills.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly.
- Ability to handle constantly changing flow of traffic; be able to multitask effectively.
- Working knowledge of standard operating systems, applications, and networking.
Pay Transparency Statement
EEO Statement
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