Tier 2 Help Desk Agent - ID-4967

RESPONSIBILITIES:

Kforce has a client that is seeking a Tier 2 Help Desk Agent in Reston, VA.

Essential Job Functions:

• Tier 2 Help Desk Agent will provide problem resolution for all system requests escalated by the Tier I Help Desk or Program Management teams in an accurate and timely manner
• Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system
• As a Tier 2 Help Desk Agent, you will help resolve user-reported problems in adherence with established procedures and policies for the handling of support cases
• Maintain regular communication with all stakeholders to keep them informed of progress to resolve all outstanding issues
  
  

 

REQUIREMENTS:

• Bachelor's degree from an accredited university in an Information Technical field
• A minimum of one (1) year of customer service experience, preferably remote telephonic support; Or Three (3) or more years of direct experience supporting SaaS (Software as a Service) products/customers; Or Three (3) or more years of telephone, email and chat technical customer support
• Strong knowledge of networking principles to aid with basic troubleshooting
• Proficient in applying technical troubleshooting framework to identify root causes
• Strong English oral and written communication skills
• High attention to detail
• Excellent time management
• Quiet dedicated workspace
• Able to work in a fast-paced setting
• Self-driven with a strong sense of accountability
• Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications
• Ability to support installation and troubleshooting on both desktop (i.e., Macs, Linux, and Windows) and mobile (i.e., iPad and Chromebook) devices; problem/incident recording, and problem resolution/escalation
• Ability to interact with external users to obtain and convey concise problem information in a professional manner by phone or email
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

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We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.