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Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.
If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.
Peckham Inc. - USDA Home-Based Technical Service Representative
SUMMARY
Technical Service Representatives (TSRs) in this position will be responsible for providing over the phone support to a federal agency that is technical in nature. The activities associated with this position include identification, prioritization, and resolution of reported problems. Additionally, the TSR (Technical Services Representative) will, over the phone, perform general maintenance tasks and resolve less complex IT (Information Technology) problems immediately, while the more complex IT issues will be escalated to a higher level of support. During work, the TSR may encounter the need to use problem management databases and/or proprietary help desk systems. If working remote, Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.
DUTIES AND RESPONSIBILITIES
Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.
Gather information to diagnose technical hardware and software issues; apply problem solving skills and resolve the request effectively.
Direct the caller to perform step by step actions to resolve the purpose of the call.
Decide if the call requires escalation to a higher-level IT support.
Conduct basic troubleshooting to resolve common hardware and software issues, if needed.
Conduct research using available resources; use critical thinking skills to find a solution for the customer’s need and/or concern.
Maintain and stay current with system information, changes, and updates.
Utilize tools to remotely access end user systems and perform corrective actions to resolve the users’ problem.
Achieve service level requirements including but not limited to average talk time, quality and first call resolution.
Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.
Demonstrate flexibility to changing business needs.
Accept other jobs/duties as assigned.
MINIMUM QUALIFICATIONS
At least 18 years old
High School Diploma or equivalent
Proficient in the English language (written and verbal)
U.S. Citizen; Michigan Resident
Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
A solid working knowledge of computer systems, hardware, and software
CompTIA A+, HDI Support Center Analyst or equivalent certification required.
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
Remote Positions
A neat/quiet room/office space designated for TSR work that meets requirements.
A High-Speed Internet connection that meets minimum technical requirements.
For those who live within 45 miles of the Sparks location only: The ability to come into the office if there are connection issues.
PREFERRED QUALIFICATIONS
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual will be required to multitask. The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.
WORK ENVIRONMENT
Individuals will be required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Remote Positions: Individuals will be on the phone from their remote office for most of their scheduled shift. Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.
Sparks Positions: Individuals will be on the phone in a cubicle for most of their scheduled shift. The employment facility is a universally designed building with an open environment that provides natural light throughout work areas.
SECURITY
Many of the positions through the Business Services Division require security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.
OTHER INFORMATION
This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law
EOE-Embracing Diversity to Achieve Excellence
SPECIAL NOTES
These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov
PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
- Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
- Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
- Email us at jobs@peckham.org
- Call us at (517) 316-4000
- Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Home-Based (Michigan)
Worker Sub-Type:
Team Member
