Job Description

Please Note:

• Selected candidate must reside within two (2) hours of the client's Headquarters in Woodlawn, MD
• Selected candidate is required to work on-site at the client's headquarters 5 days a week Monday – Friday. Afternoon shift will be staggered from 2:30pm-10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.

Position Description:

• Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
• Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Provide off-hour emergency support as needed.

Key Required Skills:

• Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
  

Requirements

Basic Qualifications:

• 3+ years of Help Desk/Desktop support experience.
• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 2 years of experience providing Tier 2 IT support services to customers.
• 2 years of experience using an IT Service Manager application for logging tickets and requests.
• Must have strong communication and customer service skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

Required Skills:

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
  
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• Provide guidance and mentor Tier 1 Support Analysts.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

Desired Skills:

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
  
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Prior Federal government experience.
  

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