Offer summary

Qualifications:

1-2 years of relevant experience, US Citizen or Permanent Resident, Clearable for a Public Trust, Some college courses can substitute experience, Knowledge of MS Office Suite.

Key responsibilities:

Manage incoming calls from users

Provide resolutions and maintain ticketing

Troubleshoot and guide users effectively

Attend meetings and update status

Identify improvements for support team

Job description

Responsibilities:

OBXtek is in search of a highly energetic Tier 1 Help Desk Specialist with effective communication skills and organizational skills to support our government client. *Position is 100% remote.*

The tasks will involve the following:

* Tier 1 position taking incoming calls from Vendor Support Center contract holders. This is a mid-volume contact center open Monday – Friday 8:00am – 4:30pm (Eastern Time).

Support the GSA Program, Mission, and Project
Manage and assign all help desk inquiries and provide resolution to each
Attend status meetings and be prepared to discuss updates.
Professionally manage customer inquiries
Will troubleshoot issues and meet users’ knowledge in giving accurate support guidance
Identify and recommend improvements to help desk support team
Respond to all help desk inquiries, create tickets and assign a priority level
Attempt first-call resolution and escalate to Tier 2 when required
Maintain responsibility for all tickets until final resolution is achieved and documented

* All training will take place using Google Meet as a webinar tool. Must have high speed internet, land line phone at home and a headset.

Qualifications:

* Must be a US Citizen or Permanent Resident and CLEARABLE for a Public Trust this will include a very extensive background check including criminal and credit.

Qualifications:

1-2 years of relevant experience in a Tier 1 help desk phone support environment
Some college courses relevant to experience can be substituted for work experience.
Computer knowledge (equivalent to A+ certification)
HDI Customer Service Representative Certification desired, not required.
Must have high-speed internet, a home landline and USB headset
Ability to work independently.

Skills:

Strong written and oral communication skills in English with good comprehension
Professional and proper telephone and email etiquette are a must.
Exceptional customer service skills
Working knowledge of the MS Office Suite
Strong time management and prioritization skills
Efficient typing and speaking to users at the same time.
Skilled at navigating a help desk ticketing system.

Education:

Some college courses relevant to experience, can be substituted for more work experience.

Security Clearance: Public Trust Company Information:

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

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