Help Desk Entry Agent

Information Sciences Consulting, Inc. (ISCI), a VA Certified Service-Disabled Veteran-Owned company, has an exciting opportunity with our client in Salt Lake City, UT for a help desk Entry Agent.

The successful candidate will be responsible for supporting the National Service Desk (NSD) organization at the Office of Veteran’s Affairs in Salt Lake City.

Responsibilities:

• Receives and responds to customer problems, issues, requests.
• Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents.
• Provides first level support for resolution of customers’ incidents.
• Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
• Performs follow up on all incidents with customer to ensure customer satisfaction.
• Develops and maintains knowledge of the problem tracking software and database.
• Develops and maintains knowledge of customer and customer specific business environment.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
• Works independently with general supervision and maintains a high-degree of professional conduct at all times.

Requirements:

• High School diploma or GED certificate
• 1 year of general experience with exposure to customer service and computer support
• .5 to 1 year of PC experience including Help Desk support is desirable
• .5+ year of customer service is desirable
• Experience with an “incident tracking system” is desirable
• Excellent communication and interpersonal skills mandatory
• Good problem solving and analytical skills
• Aptitude to multitask
• Ability to work well under stress and busy conditions
• Ability to work with a broad range of experience levels
• Excellent administrative and organizational skills
• Flexible and willing to work overtime if required
• Technical experience desired in the following:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network connectivity
• Print services
• Email and internet mail
• Basic PC usage and troubleshooting

Full Benefit Package to include :

• Paid PTO and sick leave (15 days initially)
• Paid Federal Government Holidays
• 100% Medical premium for employee*
• 100% Dental and Vision premium for employee*
• 100% paid Life, short and long term disability insurance for employee
• 401K
• This position is protected by the Service Contract Act. As such, employees earn a Health and Welfare benefit which the company uses to pay for the employee’s insurance premiums. Dependent coverage is available through payroll deduction.