Job Description
Please Note:
- It's 100% Onsite position.
- Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday.
- There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.
Key Required Skills:
- Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1/2 resources.
- Train and provide guidance to Tier 1/2 resources on resolving issues and processing requests.
Position Description:
- Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.
- Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.
- Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.
- Fill in the role as part of the Tier 1/2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1/2 resources) to log issues and requests in ServiceNow IT Service Manager.
- Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
- Triage requests to ensure accurate transfers and escalation of customer requests or issues.
- Provide off-hour emergency support as needed.
Requirements
Skills Requirements:
Basic Qualifications
- Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree.
- 7 years of Help Desk/Desktop support experience.
- 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
- 3 years of experience providing Tier 3 IT support services to customers.
- 3 years of experience using an IT Service Manager application for logging tickets and requests.
- Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.
- Ability to learn and provide guidance to lower service tiers.
- Must have strong communication and customer service skills
- Good Interpersonal skills that demonstrate the ability to communicate with customers.
- Must be able to obtain and maintain a Public Trust. Contract requirement.
Required Skills
- Extensive experience troubleshooting technical issues.
- Experience in providing a CCaaS Application support.
- Experience with using ServiceNow IT Service Management.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
- Flexible and positive attitude with interest in learning new technical skills.
- Strong problem-solving skills and the ability to work in a fast-paced environment.
- Strong understanding of IVR terminology and services.
- High level of organization, reliability, and independence.
- Passion and understanding of technology.
Desired Skills
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
Job Tags
Full time, Contract work, Flexible hours, Shift work, Day shift, Afternoon shift, Monday to Friday,