SC3

  • Customer Support Center Agent

    Job Locations US-DC-Washington
    Posted Date 3 weeks ago(10/24/2018 3:15 PM)
    Job ID
    2018-2360
    # of Openings
    1
    Category
    Information Technology
  • Overview

    SC3 is a leading provider of high-end mission support, consulting and technology solutions to the federal government in defense, intelligence, and civil markets, and to major corporations and nonprofit organizations. SC3’s national security efforts reach across the intelligence community and Department of Defense, providing full life-cycle operational and cyber support and differentiated capabilities to meet our customer’s challenging mission.

     

    In addition to our government services area, SC3 provides cutting-edge competitive intelligence and strategic management consulting to commercial clients. Private industry leaders from the financial, health care, manufacturing and other sectors turn to SC3 to ensure that they have access to the most relevant, current, and strategically important information – not only to grow their businesses, but also to protect them.

     

    Responsibilities

    Job Responsibilities: Provide phone and in-person support to users in the areas of email, directories, standard Windows desktop applications and custom applications deployed to a user’s Government supplied equipment (computer, mobile device, phone, etc.).

    Additional Roles and Responsibilities:

    • Provide professional friendly and helpful customer service as a first point of contact
    • Provide software and hardware technical support to end-users
    • Provide phone support to desktop and laptop customers in house and remotely.
    • Install, maintain, and upgrade software and hardware on laptops, workstations, mobile devices, printers, copiers and fax machines
    • Assist the client in resolving laptop computer-related and networking issues
    • Maintain and repair laptop, computers and peripherals.
    • Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance
    • Maintain working knowledge of products and/or services.
    • Prepare reports and correspondence as needed.
    • Enter incidents and request accurately into ticketing system
    • Perform other duties as assigned by supervisor
    • Commitment to excellence and high standards.
    • Strong organizational skills; able to manage priorities and workflow.
    • Troubleshoot problem areas in a timely and accurate fashion.
    • Maintain and improve quality standards by adhering to established processes, procedures and guidelines
    • Recommending improved procedures for CSC responsibilities
    • Inform and educate clients by explaining procedures; answering questions; providing information
    • Strong adherence to work shift schedule

    Qualifications

    Skills Required:

    • Demonstrate good social skills in a professional environment
    • Work in a collaborative team environment
    • Excellent Verbal Communication
    • Phone Skills
    • Data Entry Skills
    • Customer Focus and Service Excellence
    • Attention to Detail
    • Multi-tasking

    At least one of the following certifications is required:

    • ITIL v3 Foundations
    • HDI Support Center Analyst
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
    • Microsoft Certified Professional

    We are proud to be an EEO/AA employer M/F/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer.

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