Overview

CVP is seeking Help Desk Specialists, Level 1 to join our growing team. As a Help Desk Specialist Level 1, your primary responsibilities will be to provide first touch technical support and customer service. Agents ensure end users can accomplish business and education tasks by helping them resolve basic issues and providing frequently answered questions support. Agents receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues or hand off to next level support for further troubleshooting.

Responsibilities

• Accept inbound requests via phone, chat, email and ticket queues 
• Record and process incidents and service requests according to process specifications. 
• Communicate with users to understand issues and provide solutions. 
• Document and resolve incidents according to process specifications. 
• Forward incidents which cannot be resolved to downstream support groups according to process specifications. 
• Initiate escalations according to process specifications. 
• Assist with training and supporting fellow agents. 
• Expected resolution rate between 50% - 80%. 

Qualifications

• HS with two years of technical support
• Basic understanding of computer technology and IT support 
• Experience in customer service ideally gained in customer facing position(s) 
• Ability to work independently, self-manage job queues, and prioritize multiple tasks effectively.
• Function effectively as a team player in a fast-paced and change-orientated environment.
• Excellent communication and customer service skills.
• Motivated to expand knowledge and conduct research to document new issues and solutions. 
• Microsoft Outlook 
• Microsoft Office (Word, Excel, PowerPoint) 
• Basic Windows and/or MAC troubleshooting 
• Basic mobile device troubleshooting with iPhone, iPad, and Android 
• Basic PC hardware troubleshooting 
• Basic understanding of network connectivity 

Desired Qualifications 

• A , Network , or Microsoft certifications a plus 
• ITIL foundations desired 
• ServiceNow experience 

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call What’s Next. 

What do we do? We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.

How do we do it? Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation. 

Why do we do it? Our core values define the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building What’s Next for our clients and their customers. 

We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better. 

Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.