G2 Global Solutions

Data Entry Operator II (Agent)

US-WV-Falling Waters
2 years ago
ID
2016-1014
# of Openings
15
Category
Help Desk/Support Specialist
Clearance Level Required
None

Overview

Overview:

 

We are seeking current Department of Veterans Affairs (VA), National Service Desk (NSD) team members as well as new applicants to apply for positions which provide information and technology support to the VA staff.

NSD provides front line support for IT services, systems and operations. As the central point of contact for enterprise-class IT service support, outage notification, and information dissemination, the NSD supports over 400,000 VA and non-VA staff and operates 24 hours per day, 7 days per week, 365 days per year. The highly critical NSD operates throughout the VA as a virtual, geographically dispersed organization, providing VA users an immediate, first line of support for IT hardware, software and connectivity problems, and requests for new services.

 

Purpose:

 

Responsible for supporting the National Service Desk organization to ensure Veteran Administration Infrastructure Services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customers’ incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Job is performed with general supervision. Reports to Supervisor.

Responsibilities

Principal Responsibilities:

  • Receives and logs customer problem/request/issues and ensures proper documentation.
  • Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts Level I Service Desk Consultant to assist.
  • Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
  • Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
  • Performs follow up on all incidents with customer to ensure customer satisfaction.
  • Develops and maintains knowledge of the problem tracking software and database.
  • Develops and maintains knowledge of customer and customer specific business environment.
  • Develops and maintains an understanding of customer Service Level Agreements.
  • Develops and maintains technical skills and understanding of supported clients with the IO Service Desk to achieve problem resolution goals.
  • Participates in operational readiness testing for new business transition activities as required.
  • Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism
  • Works independently with general supervision and maintains a high-degree of professional conduct at all times

Qualifications

Position Requirements:

  • Formal Education: - High School or GED credentials of completion required
  • Personal Computer including customer and support or Help Desk desired:
  • 2 yearsTechnical Support:
  • 2-3 year Experience with an incident tracking system required:
  • 2-3 year Customer Service or public relations experience desired:
  • US Citizen
  • 2-3 years Personal Computer experience including customer support or Help Desk desired
  • Experience with an incident tracking system required
  • (or) 2 years of experience on the NSD desk in a junior capacity with positive performance


Knowledge/Skills/Abilities:

  • - Excellent customer service skills
  • - Excellent communication and interpersonal skills
  • - Good problem solving and analytical skills
  • - Technical expertise in:
  • - Microsoft Windows Operating Systems
  • - Microsoft Office
  • - Network Connectivity
  • - Pass Word Reset
  • - Familiar with Active Directories
  • - Solving Outlook issues
  • - Know keyboard short cut commands
  • - Print Services
  • - E-Mail and Internet mail
  • - Strong understanding of how Personal Computers work and related experience in troubleshooting
  • - Ability and desire to build additional technical skills
  • - Ability to interact effectively with others
  • - Ability to follow instructions to produce desired results
  • - Aptitude to multi-task workloads
  • - Ability to remain calm and courteous in periods of stress
  • - Ability to work with broad range of experience levels
  • - Good administrative and organizational skills
  • - Willingness to work overtime and varying hours as required


Sample Tasks: - Make themselves ready to take calls (or contacts)
Answer Calls per provided scriptsAnswer calls in a professional manner to include managing tone and content of verbal context.Follow scripts to identify caller’s issues/requestsFollow scripts to trouble shoot the callers issues/requestProperly complete an incident ticket and forward to the proper escalation partnerMentor junior team members and except mentoring from senior team members.

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