We Need Your Technical Troubleshooting and Customer Service Skills!

2018-05-24
CSRA (www.csra.com)
Other

/yr

  full-time   employee


Bossier City
Louisiana
United States

CSRA has opportunities for motivated, customer service oriented professionals to support the Department of Veterans Affairs (VA) Enterprise Service Desk Modernization Program. the VA is undertaking an enterprise-wide migration of its IT infrastructure and support solution, and CSRA will provide technical services for VA on this new managed services program. Join CSRA and be a part of the team of men and women supporting our Veterans in one of the Most important enterprise service desk modernization programs!

 

JOB DESCRIPTION

We are seeking experienced Help Desk Technical Support Level I team members at our Bossier City, LA location for all work shifts (24/7 support).  NEW APPLICANTS ONLY PLEASE.  NO NEED TO APPLY TO THIS POST IF YOU HAVE APPLIED TO PREVIOUS CSRA VA HELP DESK POSITIONS.  THANK YOU!

 

RESPONSBILITIES & DUTIES
?Resolving technical problems
?Answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. 
?Diagnosing, identifying, isolating, and analyzing problems utilizing historical ticket data. 
?Routing calls to product line specialists, application, or system support specialists, as required. 
?Maintaining and updating records and tracking databases. 
?Alerting management to recurring problems and patterns of problems.

 

QUALIFICATIONS & SKILLS
Required:
?AA or equivalent experience
?Good communication and interpersonal skills
?Familiarity with MS Product Suite
?Demonstrated Problem Analysis skills

Preferred:                                                                                        
?Customer Service Experience

?Ideal candidate will have experience resolving technical problems to include:

  • Serving as the first point of contact for customers seeking technical assistance over the phone or self-service portal
  • Performing remote troubleshooting utilizing documented knowledge articles and asking pertinent probing question
  • Walking the customer through the problem-solving process to resolution
  • Escalating unresolved issues to the next level of support personnel

 

ATTRIBUTES FOR SUCCESS
To succeed as a candidate and within this role, you will need to:
?Demonstrate a positive, can-do attitude, with an ability to stay focused on solving the issue at hand, and a communication style that is patient and respectful.
?Embrace and follow establish processes

 

 

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