[Hiring] Help Desk Agent @ServiceSource, Inc.

Role Description

The Help Desk Agent provides Tier 0 and Tier 1 technical support to military members and other authorized users of ATIS systems. The incumbent independently analyzes, troubleshoots, and resolves routine and non-routine technical issues involving hardware, software, applications, and system access. This position requires the ability to adapt to changing technologies and procedures, exercise independent judgment when standard solutions are ineffective, and ensure timely resolution or escalation of issues to maintain mission readiness and customer satisfaction.

Primary Duties

• Provide Tier 0 and Tier 1 Help Desk Support by responding to customer inquiries via telephone and web-based platforms and delivering technical assistance to military personnel worldwide.
• Troubleshoot and Resolve Customer Issues by analyzing problems, providing technical guidance, resolving routine system and access issues, and ensuring customers receive timely and effective support.
• Escalate Complex Issues to appropriate commercial or government support personnel when necessary and follow through to facilitate timely issue resolution.
• Document Customer Interactions and Maintain Service Records by accurately recording assistance provided, updating customer records, tracking service requests, and maintaining required logs and reports.
• Adhere to Performance, Security, and Quality Standards by following established operating procedures, security protocols, and service-level requirements while meeting or exceeding key performance indicators and quality expectations.

Additional Duties and Responsibilities

• Provide customer support services including technical guidance, problem analysis, system support, courseware access assistance, distance learning enrollments, customer records maintenance, and data entry.
• Generate and maintain daily, weekly, and monthly performance metrics and reports for supervisors and government customers to support contract compliance and program performance.
• Participate in ongoing training activities to maintain proficiency in assigned systems, applications, policies, procedures, and program updates.
• Monitor and report issues affecting Government-Furnished Equipment (GFE) and coordinate with designated support personnel to facilitate repairs or replacements.
• Collaborate with teammates, supervisors, and government stakeholders to achieve project goals, service objectives, and contractual deliverables.
• Participate in team meetings, training sessions, quality reviews, and continuous improvement initiatives to enhance customer service and operational performance.
• Perform other responsibilities as assigned.

Qualifications

• High school diploma or GED required.
• Minimum of one (1) year of call center, customer service, or help desk experience required.
• Ability to obtain and maintain a government-issued CAC required.
• Ability to obtain and maintain a Secret security clearance upon hire is required.
• Ability to work a flexible schedule in a 24/7 operational environment, including holidays, evenings, overnight shifts, and emergency coverage required.
• Experience supporting military personnel or government clients strongly preferred.
• CompTIA A+, Network+, and/or Security+ certification, or ability to obtain and maintain these certifications upon hire, preferred.
• Technical troubleshooting or IT support experience preferred.

Requirements

• Knowledge of military terminology, military culture, and Army training programs is preferred.
• Ability to troubleshoot and resolve routine technical issues related to computer systems, software applications, user accounts, and internet browsers.
• Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, and common web browsers.
• Strong customer service skills, with the ability to assess user needs, resolve issues, and deliver a positive customer experience.
• Excellent verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Strong organizational skills with the ability to manage multiple tasks, document customer interactions, and meet service expectations.
• Ability to analyze problems, exercise sound judgment, and determine appropriate solutions or escalation paths.
• Ability to quickly learn new technologies, systems, and procedures in a fast-paced support environment.
• Ability to work independently and collaboratively as part of a team to ensure timely resolution of user issues.

Physical Demands

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This position is primarily performed in an office, call center, or remote work environment and requires extended periods of sitting, working at a computer, and communicating with customers via telephone, email, chat, and other electronic platforms. The position also requires the flexibility to work various shifts, including evenings, overnight hours, weekends, holidays, and emergency operations coverage as needed to support a 24/7 service environment.

Benefits

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.
• Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.