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Service Desk Agent

Description

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation’s most important work.  We’re a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation’s most complex challenges.  Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions.  We continually push ourselves—to respond, to adapt, to go further.  To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways—not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter. 

Perspecta’s talented and robust workforce—14,000 strong—stands ready to welcome you to the team. Let’s make an impact together.

Perspecta has an immediate need for a Tier 1 Agent in Boise, ID.

  • Working more independently and from a standard protocol to respond to customer issues.

  • Moderate judgment may be used to supplement the outlined process.

  • Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).

  • Proactively assist customers to avoid or reduce problem occurrence.

  • Participates in projects for process or quality improvements.

  • Work is reviewed periodically by Supervisor or Team Lead.
Qualifications
Education and Experience Required:
  • High school education or equivalent.
  • Typically requires 1-3 years general experience, or equivalent combination of experience and college level education.
  • Must have or be able to obtain a DoD Secret Security Clearance 

Must have one of the following certifications:

  • SSCP
  • CCNA-Security
  • Security+ CE
  • Network+ CE
  • A+ CE
Knowledge and Skills:
  • Superior skills in both written and verbal communication
  • Experience in customer facing role either remote or face to face
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming
  • Problem solving skills
  • Accuracy in data entry
  • Excellent fluency in language to be supported.
  • Experience in a phone based remote role, esupport, e-chat or similar
  • Familiarity with computer technology
  • Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems
  • Understands internal processes and tools
  • Knowledge of Knowledge Management Systems and appropriate documentation to the system
Company Name:
Security Clearance:
Secret
Location:
Boise, Idaho
Country:
United States
Salary:
Not Specified
Job Number:




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