Customer Service/Help Desk Agent

Arlington, Virginia, United States | HSES | Full-time

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Company Introduction:

Eagle Technologies, Inc. is an innovative information technology company specializing in the design, development, and management of solutions for government and corporate clients. We deliver end-to-end solutions designed and implemented to meet each client's specific and unique requirements, leveraging their existing investments while laying the groundwork for modernization and expansion. From web-based applications to enterprise data warehousing, big data and analytics, and business intelligence, we deploy and manage diverse platforms and hosting environments that meet the government's cybersecurity and privacy requirements.

Eagle Technologies has been awarded a multi-year contract to provide services for systems in support of the Office of Head Start/Head Start Enterprise System {HSES). HSES is the primary data management system of the Office of Head Start {OHS). Operation of the HSES includes rapid deployment and delivery, program operations, enterprise architecture, data quality, and a host of technical support services.

Job Description:      

The agent is responsible for answering calls and responding to emails from grantees and government clients that use the Enterprise website for the Head Start project. The website is a robust, enterprise solution for monitoring compliance with Head Start standards. Grantees report on their accountability areas for maintaining their grants. Government program specialists monitor grantee compliance.

This position has the following customer-related duties:

  • answers, evaluates and prioritizes service requests received
  • logs and tracks calls using the help desk issue tracking system
  • maintains the accuracy of the help desk issue tracking
  • provides password administration on server domains for users

The agent reviews and analyses historical records and problem resolutions in support of the solution and development of solution knowledge base entries.

The agent ensures timely resolution/referral of user issues while documenting the impact and assigning an appropriate priority and resolution goal.

Position Requirements:

The successful candidate will have effective oral communication and strong, clear, concise written communication skills.

He or she will be self-motivated and have the ability to work accurately, thoroughly, and with attention to detail.

This position requires the ability to organize and complete work within time constraints, including occasional work in evenings and on weekends to assure meeting of deadlines; and

Education and Experience: 

A bachelor's degree is preferred.

A minimum of 3 years' experience in technical support roles with an emphasis on application support and direct customer service:

  • customer service and help desk functions and systems
  • ITIL and other help desk and customer service best practices
  • user account management {assigning roles and permissions, login support, and access triage)

The ideal candidate has experience with:

  • complex technical topics and specialized information
  • triaging and correcting problems using documented procedures, available tools, and personal knowledge and skills
  • collaborating with team members to resolve and escalate more complex issues following initial creating and maintaining IT standards and procedures

Work Authorization:

Applicants must be authorized to work in the US without required visa sponsorship, both now and in the future.

Background Check:

Candidates who receive a conditional offer of employment will be subject to a background check.

 

Eagle Technologies, Inc. is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected categories covered under local law.