Customer Service Help Desk Specialist

Position Overview:

The Customer Service Help Desk Specialist handles customer inquiries received via email, telephone, postal mail, delivery services (e.g., UPS, FedEx), facsimile, or Federal government IT systems in a high-volume government processing center.

Security Clearance:

Must possess (or be able to obtain) a Federal public trust clearance.

Responsibilities:

• Provide complete, orderly, and traceable storage of all incoming and outgoing Help Desk inquiries and responses.
• Provide a timely initial, and, as required, final response to all customer inquiries in accordance with the Federally approved response scripts in a courteous and business-like manner.
• When necessary, conduct additional research and develop substantive response scripts for review and government approval.
• Prepare and transmit correspondence or other official responses that are timely, accurate, responsive to the customer’s inquiry, and compliant with established government Standard Operating Procedures and policies.
• Gather and provide data in support of requests under Freedom of Information Act (FOIA), internal government inquiries, fraud referrals, FAQ updates, website updates, and other administrative or operational data calls.
• Research and respond to correspondence related to surety bonds and fees.
• Escalate issues to Federal staff as needed for guidance.

Basic Qualifications:

• Bachelor's degree 

           and

• 2 years of work experience that demonstrates analytical and communication skills

           or 

• 7 years of work experience that demonstrates analytical and communication skills
• Help Desk/Call Center experience preferred

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact HR@HeiTechServices.com.