[Hiring] NASA Enterprise Service Desk - Tier 1 Representative @InspiriTec

Role Description

This position provides Tier 1 support for NASA IT services including but not limited to desktop, mobile devices, networks, and password resets. Documents all support activity in ServiceNow tracking system.

• Troubleshoot and resolve IT issues for NASA customers contacting the NASA Enterprise Service Desk via telephone, email and web.
• Handles inbound customer contacts.
• Follow established escalation procedures.
• Resolves and responds to written customer inquiries and phone calls.
• Handles customer questions/issues requiring follow-up and exercises independent judgment within set guidelines.
• Develops and maintains positive customer relationships and as well as team members and supervisors.
• Applies critical thinking and problem solving skills to customer issues.
• Focuses on customer retention by providing superior levels of service.
• Acts as part of an overall customer service team member to assist team in meeting goals and quality objectives.
• Understands critical and urgent nature of phone answering as well as responding to other interaction types whether they are e-mail, web chat or other.
• Provides good interpersonal skills in handling customer inquiries.

Qualifications

• High school diploma or general education degree (GED) required w/ some college preferred; or one year related experience and/or training; or equivalent combination of education and experience.
• Experience with computers and keyboarding skills required (or alternate technology that facilitates computer keyboarding/data input).
• Prior experience working with Microsoft Word and Microsoft Excel desired.

Requirements

• Ability to comprehend basic instructions, short correspondence, and memos.
• Ability to compose basic correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
• Ability to multi-task is desired.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Requirements

• Regularly required to sit and talk or hear.
• Frequently required to use hands to finger, handle, or feel.
• Occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

• Noise level in the work environment is usually moderate.